Technical Support Engineer

Botify, a leader in agentic AI search technology, is seeking a Technical Support Engineer in New York with a hybrid work setup. This role places you at the intersection of customer care and technical problem-solving, serving as the primary conduit for technical requests from customers and internal teams while helping to refine internal processes. The position offers a yearly salary range of USD 95,000 - 115,000.

Role overview

The Technical Support Engineer acts as the cornerstone of customer happiness at Botify. You will be the go-to technical contact for client inquiries and for internal groups such as Sales, Account Management, Program Management, and Professional Services. From intake to resolution, you will manage requests, provide timely updates, and work to minimize back-and-forth so customers experience swift, precise answers. In addition to handling daily tickets, you will contribute to cross-functional projects that enhance our processes and tooling.

Responsibilities

• Serve the CX team and customers by resolving technical issues across Botify products, including Botify Analytics (LogAnalyzer and RealKeywords), SiteCrawler, Botify Intelligence, Botify Activation (SpeedWorkers and PageWorkers), and newer Generative Engine Optimization offerings such as AI Visibility and Agentic Catalog.
• Investigate data discrepancies reported by users and identify root causes.
• Coordinate technical onboarding, involving scripting as part of the setup.
• Assess technical feedback and issues, implement fixes or escalate to Engineering, and keep customers informed of progress.
• Proactively monitor customer workflows within the application to prevent issues and improve outcomes.
• Verify that reports are generated as expected and address data-related incidents or customer-specific problems.
• Articulate the impact of internal projects and collaborate closely with Engineering teams to drive improvements.
• Assume Incident Commander responsibilities during major incidents to coordinate resolution efforts.

Requirements

• Minimum of 2 years in Technical Support within a SaaS environment.
• Customer happiness mindset and enthusiasm for solving technical challenges in a fast-paced setting.
• Technical background including Linux, Python, web technologies, JavaScript, and SQL; comfortable in cloud and development ecosystems (AWS, GCP, BigQuery, Django) without being a full-time developer.
• Fast learner, analytical problem solver, curious, and autonomous with a proven ticketing methodology.
• Alignment with Botify values and a track record of productive collaboration.
• Knowledge of GitHub, Jira, and AI agents is a plus.

Technologies

• Linux
• Python
• JavaScript
• SQL
• AWS
• GCP
• BigQuery
• Django
• GitHub
• Jira

Benefits

• Unlimited Time Off
• 11 company holidays
• 16 weeks of parental leave
• Summer Fridays
• ClassPass Subscription
• Team building events and initiatives
• Flexible work policy
• Commuter benefits
• 401k
• Health and Wellness perks

About Botify

Botify delivers leading agentic AI search capabilities and a seasoned team to ensure brands are discoverable across traditional and AI search channels. A unified platform helps brands gain visibility, relevance, and control across Google, Bing, ChatGPT, Perplexity, and more. The technology enables agentic workflows, AI-driven recommendations, and automated cross-platform indexation and deployment to protect and grow revenue wherever consumers, bots, and AI agents search.

Trusted by more than 500 brands, including Macy’s, Levi’s, Farfetch, The New York Times, and Marks & Spencer, Botify supports digital discovery, sustained profitability, productivity, and brand authority in an AI-first landscape. If you feel you have strong potential even if you don’t meet every checkbox, Botify encourages you to apply and share what you bring to the table.

About Engineering at Botify

Botify’s Engineering team designs and scales technologies that help some of the world’s largest sites improve their visibility in search results. The team tackles complex challenges in crawling, rendering, and indexing millions of pages, while integrating diverse datasets to empower SEO and content optimization. The platform processes vast workloads—more than 600,000 tasks daily, across hundreds of instances, with billions of data lines—and serves substantial page render and indexing tasks across cloud and bare-metal environments.

Botify is actively building agentic tools to streamline usage and empower users with advanced technical capabilities, including automated recommendations and alerts for improvements such as pre-rendering, content enhancements, and linking optimizations. The engineering culture emphasizes autonomy, collaboration, and a consultative approach that values open communication and shared problem-solving. If you’re seeking a role where your contributions have meaningful impact and your voice is heard, this is a place to discuss opportunities.