Provide front-line technical support for a B2B SaaS lead-tracking platform: troubleshoot HTML/JavaScript, integrations (Zapier, CRMs), analytics and attribution, escalate bugs to engineering, document solutions, and improve knowledge base and SOPs to drive customer success.
Help us redefine customer satisfaction, one support ticket at a time.
Technical Support Engineer (B2B SaaS)
Location: Fully Remote (USA)
About WhatConverts:
WhatConverts built a lead tracking platform to prove and grow marketing ROI for companies spending money on advertising. Our 20,000 customers love us, trust us, and rely on the insights and optimization we provide to help them scale their businesses through effective marketing. After 10 years of continuous development, we’re now setting our sights on expanding to 200,000 customers over the next five years.
Position Overview:
We are looking for a Technical Support Engineer who is equal parts curious, customer-focused, and technically confident. This is not your run-of-the-mill Support role. You will be working on the front lines with users, diving into deep troubleshooting, solving real marketing attribution problems, and helping businesses be best equipped to see the true impact of their marketing efforts. As part of our highly-rated Support team (who regularly earn praise on G2), you’ll play a key role in driving customer success.
In this role you’ll get to:
- Provide timely, thoughtful Support via email, live chat, phone, and screen shares.
- Troubleshoot HTML, JavaScript snippets, integrations, and attribution setup across platforms like Google Analytics, Zapier, CRMs, and other ad tools.
- Guide customers through setup and configuration of attribution tools, number swapping, and lead tracking to align with their specific use cases and marketing goals.
- Work with our dev team to escalate and document bugs, feature requests, or other edge cases.
- Contribute to and improve our internal SOPs and Knowledge Base articles.
- Investigate attribution and data issues with precision, surfacing insights and recommending improvements.
- Be a calm, clear, and empathetic problem-solver—even when the issues are complex.
What we’re looking for:
- 3+ years of experience in technical support or a related customer-facing technical role.
- Experience supporting a SaaS product—especially in marketing, analytics, or web tools.
- Comfortable troubleshooting HTML, JavaScript, and browser-based issues.
- Knowledge of Google Analytics or similar web analytics experience.
- Experience with Zapier, CRM software and/or B2B SaaS software.
- Basic understanding of Google Paid Ads and SEO tactics.
- Strong written and verbal communication skills—you explain technical things clearly and confidently.
- Naturally empathetic with a high level of patience; you never make a customer feel like they asked a “silly” question.
- A detail-oriented problem solver who enjoys digging into issues, documenting clearly, and following through.
Company Benefits/Perks:
- Remote-First: Empowered to work agilely in a fully remote environment with no risk of office return.
- Immediate Impact: From day one, take ownership of projects and make a direct impact.
- Health & Wellness: 100% employer-paid premium medical, dental, vision, and life insurance.
- 401k with 5% Match: Secure your future with immediate vesting.
- Employee Support: Access counseling, legal, and debt management services through our EAP.
- Generous PTO & Flexible Time Off: Accrue PTO with additional days for tenure, plus up to 4 hours of flex time per week for personal matters.
- Parental & Bereavement Leave: Paid leave for life’s important moments.
- Volunteer Day: Give back with an annual volunteer day.
- Diversity & Inclusion: Join a positive, supportive, and inclusive workplace.
- Remote Work Perks: $100 monthly stipend to ensure your home office needs are met and company-provided devices.
Before you apply you should:
- Learn about our team
- Watch a product overview or read about our culture
- Read our reviews on G2
If you're passionate about working in a dynamic, fast growing company with smart colleagues and opportunities for development, come grow with WhatConverts.
WhatConverts is an equal opportunity employer. We recruit, hire, pay, and promote without regard to gender, race, sexual orientation, age, religion, veteran status, physical/mental abilities, or any other identities protected by law.
WhatConverts Charlotte, North Carolina, USA Office
8000 Corporate Center Drive, Suite 214, Charlotte, NC, United States, 28226
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