Senior Support Engineer

Boston (1001 Boylston Street)full timeOn Site

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senior

$92k–$115k

H1B: yes

Cargurus Senior Support Engineer at CarGurus acts as the technical specialist bridging dealer-reported problems and Engineering action. Responsibilities include reproducing defects, reading traces and logs, validating IMS partner integrations, and submitting clean tickets.

Responsibilities

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 (DealerCenter, DealerSync, vAuto, Dealer Specialties, Vincue, MotorcarMarketing).
Submit clean, reproducible tickets to Product Acceleration (PAES) and Engineering, with steps, evidence, and impact framing.
Own the FireHydrant 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.
What you'll bring

Qualification

4+ years

Required

4+ years

Benefits

Equity/RSU

Company

Cargurus

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Source: greenhouse

Active within the past hour

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Must-Have Skills for This Role

ObserveHoneycombSalesforceFireHydrantIMS partner APIsDealerCenter

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Senior Support Engineer at Cargurus · LumiJobs