Candidates for this position are preferred to be based in Bangalore, India and will be expected to comply with their team's hybrid work schedule requirements.

Who We Are:

Wayfair runs the largest custom e-commerce large parcel network in the United States, approximately 1.6 million square meters of logistics space. The nature of the network is inherently a highly variable ecosystem that requires flexible, reliable, and resilient systems to operate efficiently. 

The Customer Technology team builds the global engine for the world’s leading online home destination, powering customer acquisition, retention and relationship management touching hundreds of millions of consumers. We’re looking for a Support Engineer II for our internally facing customer success team to support our internal stakeholders by helping them effectively use our in-house Communications Platforms and Martech Feeds & Signals Platforms, ensuring delivery of high quality engaging content to customers across email & sms, paid search (Google), social (meta, tiktok, etc.), online video (OV, CTV) and more.

Support Engineer II will work closely with internal customers on incident response, configuration support, and small project implementation. This role is ideal for a self-starter who enjoys solving problems, managing clearly scoped technical work, and improving tools through feedback and iteration.

What You’ll Do:

Platform & Stakeholder Support

• Triage and resolve help and incident tickets via Slack and Jira queues.
• Debug issues using platform tools (UI, GBQ, GraphQL, JSON) and APIs.
• Communicate effectively with both technical and non-technical stakeholders.
• Educate internal stakeholders on Communications Platform and Feeds capabilities.
• Serve as a liaison with Engineering, Product, and partner teams.

Feeds Management & Data Quality

• Implement structured feed changes and troubleshoot delivery issues (e.g., data mismatches, campaign visibility, ingestion failures).
• Use custom scripting language and JSON-based config tools to support feed integrations and QA.
• Partner with Marketing and Engineering to reduce time-to-market on feed updates.
• Coordinate with external publisher partners as needed to resolve integration blockers, clarify data expectations, or validate configuration changes.
• Monitor feeds for data anomalies or processing failures.

Signals Management & Data Quality

• Implement structured pixel and server-to-server changes and troubleshoot delivery issues (e.g. data mismatches, low signal send volumes, etc.)
• Use custom scripting language and JSON-based config tools to support pixel and S2S integrations and QA.
• Partner with Marketing, Engineering, and external partners to reduce time-to-market on signal integrations and updates.

Tooling & Project Implementation

• Deliver on well-defined platform projects with minimal oversight.
• Collaborate with partner teams on automation, validation, and monitoring improvements.
• Maintain and improve documentation and runbooks for future self-service or automation efforts.
• Propose and implement tooling enhancements based on recurring issues.
• Identify automation opportunities across team and platform operations.
• Contribute to building or scaling scripts, alerts, and diagnostics that reduce manual support needs.

Platform Architecture & Code Debugging

• Develop strong working knowledge of Communications and Martech Platform architecture, integrations, and workflows.
• Triage and debug issues involving minor JavaScript/React code.
• Make infrequent but effective minor deployments to the platform's JS/React codebase.

You’re a Match If You Have:

• 3-5 years in technical support, engineering, or platform implementation roles (B2B or internal tools).
• Strong hands-on experience with:
• Parsing JSON and testing APIs (Postman)
• SQL/GBQ for debugging or validation
• Writing or understanding scripting logic
• Comfortable independently driving work from intake to delivery.
• Strong troubleshooting mindset using metrics, logs, and dashboards.
• Clear communication skills across technical and stakeholder groups.
• Customer-first mindset and a sense of ownership over technical support.

Working Hours:

This role includes partial overlap with U.S.-based teams. The team currently operates on a mid-day to evening shift. We do not require full U.S. coverage but expect consistent collaboration during overlapping hours. The rotational schedule will require hours up to 11pm IST.

Preferred Skills:

• Knowledge of dashboard, metrics, monitoring, and logging technologies (Grafana, DataStudio, DataDog, Looker).
• Experience in CRM, marketing tech, or product feed delivery (ads, search, SEO).
• Familiarity with Git version control.
• Some understanding of email specific HTML best practices. 
• Previous usage of React / JavaScript, Python automation