Technical Support Engineer

About this role

About You You’re a customer-obsessed technologist in the EMEA market who thrives at the intersection of technical support, customer enablement, and impact. With a strong technical foundation and hands-on experience working with APIs, SDKs, logs, and data integrations, you’re driven by helping customers resolve issues quickly, understand what is happening, and get back to making progress. You will be the first full time support engineer on the newly formed support team. You build trust quickly with both technical and business stakeholders, translating complex systems into clear, actionable next steps. You’re comfortable communicating complex technical solutions in a written form, and you know how to keep customers informed while you investigate. You’re a problem solver who’s passionate about removing roadblocks, creating scalable solutions, and championing the customer’s voice at every stage. You’re a strong troubleshooter who is passionate about removing roadblocks, improving support processes, and making it easier for customers and internal teams to get to the right answer faster. For you, every support interaction is a chance to earn trust and leave the customer better off than when they reached out. About Us Constructor is the next-generation platform for search and discovery in ecommerce, explicitly optimizing for metrics like revenue, conversion rate, and profit. Our search engine is entirely invented in-house, and we use its core and personalization capabilities to power everything from search itself to recommendations to shopping agents. Engineering is by far our largest department, and we’ve built our proprietary engine to be the best on the market, having never lost an A/B test to a competitive technology. We’re passionate about maintaining this and work on the bleeding edge of AI to do so. Out of necessity, our engine is built for extreme scale and powers over 1 billion queries every day across some of the biggest ecommerce companies in the world, including some of the biggest ecommerce companies in the world like Sephora, Under Armour, and Petco. We’re a passionate team who loves solving problems and making our customers’ and coworkers’ lives better. We value empathy, openness, curiosity, continuous improvement, and metrics that matter. We believe that empowering everyone in a company to do what they do best can lead to great things. Constructor is a U.S.-based company that has been in the market since 2015. It was founded by Eli Finkelshteyn and Dan McCormick, who still lead the company today. About the Position As a Technical Support Engineer on our EMEA team, you’ll be part of the support-founding team, a reliable technical resource for enterprise customers, helping them troubleshoot issues, understand Constructor behavior, and move forward with confidence. You’ll own and drive customer-facing technical support conversations across tickets, Slack, and calls, especially for issues involving Constructor APIs, SDKs, data integrations, event instrumentation, tagging, and implementation behavior. You'll act as a supportive partner, bridging the gap between technical issues and successful resolutions, ensuring customers feel supported throughout each interaction.You http://interaction.You’ll investigate technical hurdles, communicate clearly while work is in progress, coordinate with internal teams when escalation is needed, and make sure customers understand the resolution and next steps. You can dive into a payload or a log review, drive technical implementation guides and communicate clear solutions in tickets with equal ease, but consistently earning trust within every interaction is what sets you apart. This role is ideal for someone who enjoys technical problem-solving, high-quality customer communication, and improving the systems that help a support team scale. You will… - Provide clear, timely, and technically sound support on complex inbound questions involving Constructor APIs, SDKs, data integrations, tagging, event instrumentation, and implementation behavior. - Own customer-facing technical support conversations across tickets, Slack, and calls, making sure customers understand what we know, what we are investigating, and what happens next. - Earn trust across technical and business stakeholders by communicating clearly, setting expectations, and distilling complex technical issues into simple, actionable next steps. - Troubleshoot issues by reviewing payloads, logs, API behavior, configuration, and implementation details, then guiding customers toward a resolution. - Review and improve self-service bot answers, flag automation gaps, and help tune escalation criteria. - Support in creating and maintaining knowledge base and documentation. - Support EMEA customers with responsiveness, strong written communication, and ownership during regional business hours. - Identify patterns in customer tickets, recurring questions, and support pain points, then share clear feedback with Product and Engineering to improve the customer experience. - Collaborate with customer developers, data teams, Customer Success, Solutions, Product, and Engineering to troubleshoot issues, clarify implementation questions, and support successful resolutions. - Proactively investigate and resolve blockers across data ingestion, tagging, event instrumentation, and API performance, especially when those blockers affect launch, customer confidence, or ongoing platform usage. - Serve as a subject matter expert on Constructor’s technical architecture, helping customers understand expected behavior, integration options, and how to troubleshoot issues in their environment. - Translate customer issues into clear internal context for Product and Engineering, including impact, reproduction steps, examples, urgency, and customer-facing implications. - Create and improve reusable technical documentation, troubleshooting guides, macros, internal notes, and su