Botify is an enterprise software company that helps brands turn organic search into an efficient, measurable, and sustainable channel for both traffic and revenue growth. Powered by a unique unified data model, prescriptive insights, and automated processes, Botify delivers an end-to-end SEO management solution that enables customers to unlock the true growth potential of their website.

Botify is used by 500+ leading global companies across industries including e-commerce, travel, media & publishing, classifieds, and more, including Expedia, Macy's, Farfetch, Marriott, L'Oréal, Crate & Barrel, Conde Nast, Groupon, Github, Carvana, FNAC Darty, and The New York Times. Botify also partners with leading technology and services companies such as Salesforce Commerce Cloud, WordPress VIP, Google Cloud, Microsoft Bing, Jellyfish, Chameleon Collective, Foresight Digital, Contentsquare, and iPullRank.

Botify is a fast-growing, VC-backed, SaaS company with $82M in funding and offices in New York, Seattle, Paris, London, Singapore, Tokyo, and Sydney.

The Senior Technical Support Engineer is key to customer happiness at Botify. The Senior Technical Support Engineer is always there to take any request into account, solve the request, or provide follow-up while it is being solved. As Senior Technical Support Engineer, you’ll receive requests from customers and internal teams such as Sales, Customer Success, Customer Delivery, and Professional Services - in both New York and Seattle. Your goal is to answer them precisely to limit back-and-forth and expedite customer satisfaction.

Your responsibilities:

• Aid the Client Experience (CX) team and the customer with technical setup, including LogAnalyzer Setup, RealKeywords Setup, and SiteCrawler Setup
• LogAnalyzer Setup: Communicate to customers our expectations regarding logs delivery, advise customers on suitable solutions depending on their architecture and technologies, validate customer-provided log format and content, create the technical configuration suited for the logs provided using programming skills such as Python/Bash, ensure correct configuration, and ensure the ingestion is working.
• RealKeywords Setup: Walk customers through linking Google accounts to Botify so that we're able to fetch their Keywords data
• SiteCrawler Setup: Advise customers on setting up and scheduling crawls of their website, or, directly setup crawls on their behalf
• Investigate when data is not correctly provided to customers
• Investigate technical feedback and issues from customers and then communicate, fix, and escalate bugs to Engineering, keeping customers informed of the resolution
• Proactively monitor customer workflows within the application
• Ensure reports are generated as expected and fixed in the case of data-related incidents or customer-specific issues

Your qualifications:

• 2+ years of Technical Support experience
• You are a customer happiness-driven person, who is excited to work and solve technical challenges in an ambitious environment
• You have a technical background; you enjoy being immersed in a technical environment
• You are not a full-day developer, but have fundamental experience and have written functioning programs/scripts
• You are comfortable navigating servers using Command Line Interfaces (Linux), writing Shell/Bash scripts, and manipulating data
• You have experience programming in Python
• You have experience with Cloud storage providers such as AWS & GCP 
• You possess some experience with Front-End Web languages, which would allow you to participate in internal tool building using Javascript/HTML/CSS
• You are a fast-learning problem solver, curious, and autonomous
• French proficiency is a plus, as a lot of our team is based out of the Paris office
• Must be able to work in the office in Downtown Manhattan.

In addition to the skills and experience we are looking for, our ideal candidate would embody our core values:

Learn Fast. Progress Faster.

Go the Extra Mile. It’s Never Crowded.

Work Hard. Stay Humble.

Be Bold. Be You.

Botify is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.