Job Overview

Job Title: Support Software Engineer II

Job Type: Full-time
Location: Bengaluru, Karnataka, India
Work Mode: Hybrid (Candidates preferred to be based in Bangalore)

About Wayfair

Wayfair is one of the world’s largest online destinations for the home. Headquartered in Boston with offices and warehouses around the world, we are redefining the way people shop for their homes through industry-leading technology and creative problem-solving. Whether you’re looking for growth, constant learning, or dynamic challenges, Wayfair provides amazing career opportunities.

We celebrate diversity and welcome innovators and trailblazers. Wayfair is an equal opportunity employer, and we are committed to building an inclusive environment for everyone.

Read our Candidate Privacy Notice here.

About the Team

The Marketing Technology team builds the global engine that powers Wayfair’s customer acquisition, retention, and relationship management for millions of consumers. This role is part of the Customer Success team that supports internal users of our in-house communications platform (GrayMatter) and related messaging tools like the Batch communications tool.

This team functions as a technical-first responder, assisting internal teams with platform issues, custom configurations, and user training while also driving process improvement and automation opportunities across the MarTech organization.

Role Overview

As a Support Software Engineer II, you will provide hands-on technical support, optimize platform configurations, and manage stakeholder interactions. You’ll also contribute to the support and enhancement of internal communication platforms and processes while identifying automation opportunities.

Responsibilities

Technical & Platform Support

• Oversee and manage technical support operations across internal communication platforms.

• Participate in triaging and resolving support tickets from Slack/SupportHub queues.

• Collaborate with engineers to investigate and resolve issues in GrayMatter and Batch tools.

• Maintain and enhance platform configuration for different user groups.

Process Management & Communication

• Develop, enforce, and monitor Service-Level Agreements (SLAs).

• Communicate with technical and non-technical stakeholders to understand and fulfill platform needs.

• Facilitate cross-functional communications using tools like Slack and Google Meet.

Documentation & Monitoring

• Create and maintain process documentation and best practices for internal teams.

• Log incidents and solutions in ticketing systems.

• Provide insights and technical documentation to improve support operations.

Required Qualifications

• 4+ years of experience in a technology role (e.g., support, development, solution architecture) in a B2B environment.

• Proficient in JSON parsing, writing SQL queries, and implementing/testing API integrations.

• Experience with data integration and debugging using dashboards, logs, metrics, and SQL.

• Strong communication skills and comfort interacting with both technical and non-technical stakeholders.

• Ability to translate business needs into technical requirements using proprietary platforms.

Preferred Skills

• Familiarity with monitoring and logging tools such as Grafana, DataDog, Looker, ELK/Kibana, DataStudio.

• Knowledge or experience in Email/Mobile Marketing, AdTech, or CRM systems.

• Working knowledge of HTML and CSS.

Day-to-Day Activities

• Resolve help tickets and monitor internal support queues.

• Ensure SLA compliance and platform stability.

• Interface with stakeholders regularly to gather and clarify requirements.

• Maintain support documentation and assist in training internal users.

• Track and report on recurring issues and suggest proactive solutions.

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