Senior Support Engineer

At Car Gurus (NASDAQ: CARG), our mission is to give people the power to reach their destination. We started as a small team of developers determined to bring trust and transparency to car shopping. Since then, our history of innovation and go-to-market acceleration has driven industry-leading growth. In fact, we’re the largest and fastest-growing automotive marketplace, and we’ve been profitable for over 15 years.

The market is evolving, and we are too, moving the entire automotive journey online and guiding our customers through every step. That includes everything from the sale of an old car to the financing, purchase, and delivery of a new one. Today, tens of millions of consumers visit  each month, and 30,000 dealerships use our products. But they're not the only ones who love Car Gurus—our employees do, too.

We have a people-first culture that fosters kindness, collaboration, and innovation, and empowers our Gurus with tools to fuel their career growth. Disrupting a trillion-dollar industry requires fresh and diverse perspectives. Come join us for the ride!

The Senior Support Engineer is the technical specialist inside Customer Operations & Support who closes the gap between "a dealer reports a problem" and "Engineering has a clean ticket to act on." You will reproduce defects, read traces and logs, validate IMS partner integrations, and decide whether an issue is a bug, expected behavior, a configuration problem, or a partner-side failure.

• Serve as the technical escalation point for all products, including SaaS ones.
• Reproduce dealer-reported issues in-product, read distributed traces in Observe and Honeycomb, and correlate logs across Site, Dealer Data Service, Pricing services, ML rec models, and IMS partner APIs.
• Distinguish true defects from expected behavior, configuration issues, or partner-side failures (Dealer Center, Dealer Sync, vAuto, Dealer Specialties, Vincue, Motorcar Marketing).
• Submit clean, reproducible tickets to Product Acceleration (PAES) and Engineering, with steps, evidence, and impact framing.
• Own the Fire Hydrant trigger decision during business hours for products; coordinate with on-call engineers during incidents.
• Partner with Tier 1 and Tier 2 Dealer Support Operations to handle escalations and upskill the team over time.
• Contribute to and maintain the Product Support Playbook: SLA framework, severity definitions, escalation paths, status page integration, named case routing in Salesforce.
• Validate launch readiness for new products against the COS/Engineering intake gate (uptime SLO, alerting, status page, escalation tree, training, dedicated Slack channel).
• Participate in postmortems and represent the customer-impact narrative; help drive resiliency improvements upstream.
• Build feedback loops with Product Marketing and Sales Specialists so dealer expectations align with what we can support.

• 4+ years in a technical support, support engineering, solutions engineering, or customer engineering role at a B2B company.
• Demonstrated ability to read logs and distributed traces (Observe, Honeycomb, Datadog, Splunk, or equivalent), validate API payloads, and reproduce defects in production software.
• Comfort working with SQL, XML, JSON, and REST API responses; basic scripting in Python, Bash, or a similar language to investigate issues.
• Strong written and verbal communication; able to translate between dealers, account teams, Product, and Engineering.
• Calm judgment in incident situations and the ability to make defensible "is this an outage" calls.
• Experience supporting products with third-party data integrations (CRM, DMS, inventory feeds, ML/pricing services).
• Familiarity with Fire Hydrant, Pager Duty, or similar…