Technical Support Senior

Are you obsessed with data, partner success, taking action, and changing the game? If you have a whole lot of hustle and a touch of nerd, come work with Pattern! We want you to use your skills to push one of the fastest-growing companies headquartered in the US to the top of the list.

Pattern accelerates brands on global ecommerce marketplaces leveraging proprietary technology and AI. Utilizing more than 46 trillion data points, sophisticated machine learning and AI models, Pattern optimizes and automates all levers of ecommerce growth for global brands, including advertising, content management, logistics and fulfillment, pricing, forecasting and customer service. Hundreds of global brands depend on Pattern’s ecommerce acceleration platform every day to drive profitable revenue growth across 60+ global marketplaces—including Amazon, Walmart.com, Target.com, eBay, Tmall, TikTok Shop, JD, and Mercado Libre. To learn more, visit pattern.com or email [email protected].

Pattern has been named one of the fastest growing tech companies headquartered in North America by Deloitte and one of best-led companies by Inc. We place employee experience at the center of our business model and have been recognized as one of Newsweek’s Global Most Loved Workplaces®.

We need a Technical Support Senior to act as a primary technical support owner on the Customer Support team. Responsible for delivering a high-quality, scalable support experience for all users. This role leads technical triage, resolves complex issues, and builds clear support paths across the customer lifecycle. You will act as the bridge between Customer Support, Ecommerce, Product, and Engineering—ensuring issues are prioritized, feedback is actionable, and the product continues to improve based on real customer needs.

What is a day in the life of a Technical Support Senior?:
• Technical Support & Triage
Own technical support end-to-end, including escalations and high-impact issues.
Lead triage efforts, ensuring issues are prioritized correctly and routed efficiently.
Troubleshoot complex SaaS issues across integrations, APIs, and platform workflows.
Establish clear support paths for bugs, feature requests, and system issues.
Ensure consistent, high-quality communication with customers and internal stakeholders.

• Support Operations
Build and optimize scalable support workflows to improve efficiency and experience.
Own core support metrics (FRT, resolution time, handle time, backlog health, SLA adherence).
Identify trends and recurring issues to reduce ticket volume and improve product usability.
Define and maintain escalation frameworks and severity levels.

• Product & Engineering Partnership
Translate support insights into clear, actionable feedback for Product and Engineering.
Partner on prioritization of bugs, features, and improvements.
Ensure issues are documented with clear reproduction steps, impact, and context.
Track and communicate the status of bugs, fixes, and releases to users and stakeholders.

• Documentation & Enablement
Own internal and external knowledge base content, ensuring accuracy and usability.
Create and maintain troubleshooting guides, SOPs, and support playbooks.
Standardize processes and responses to drive consistency across the team.
Enable self-service where possible to reduce inbound support volume.

• Cross-Functional Collaboration
Partner with CS, Ecommerce, Product, Engineering, and Implementation teams to improve the end-to-end user experience.
Support product launches by ensuring support readiness and documentation.
Act as the technical liaison between teams, simplifying complex issues into clear next steps.

• Team Support
Mentor team members on technical troubleshooting and best practices.
Serve as the go-to resource for technical support knowledge.
Contribute to a culture of ownership, accountability, and continuous improvement.

What will I need to thrive in this role?:
• Bachelor’s degree or equivalent experience.

• 1+ years in SaaS Customer Support or Technical Support.

• Experience handling escalations and complex technical issues.

• Strong troubleshooting skills across SaaS platforms, integrations, and APIs.

• Experience working cross-functionally with Product and Engineering.

• Strong communication and problem-solving skills.

• Tools to be Familiar With:
- Zendesk, ClickUp (ticketing, workflows, reporting)
- Asana (project tracking, bug intake)
- APIs & integrations (webhooks, data flow concepts)
- Logging/debugging tools
- Github, Cursor, or similar tools (preferred)
- AI tools for troubleshooting and workflow efficiency
- Pattern-developed platforms and tools

What does high performance look like?:
•
Platform issues are triaged quickly and resolved with minimal friction.

•
Support metrics (FRT, resolution time, CSAT) improve consistently.

•
Product and Engineering receive clear, actionable feedback that leads to measurable improvements.

•
Documentation is accurate, up to date, and actively used by the team.

•
Escalations are handled efficiently with clear ownership and communication.

•
The team is more effective because of the systems and guidance you provide.

Sounds great! What’s the company culture? We are looking for individuals who are::
• Game Changers - A game changer is someone who looks at problems with an open mind and shares new ideas with team members, regularly reassesses existing plans and attaches a realistic timeline to goals, makes profitable, productive, and innovative contributions, and actively pursues improvements to Pattern’s processes and outcomes.

• Data Fanatics - A data fanatic is someone who recognizes problems and seeks to understand them through data, draws unbiased conclusions based on data that lead to actionable solutions, and continues to track the effects of the solutions using data.

• Partner Obsessed - An individual who is partner obsessed clearly explains the status of projects to partners and relies on constructive feedback, actively listens to partner’s expectations, and delivers results that exceed them, prioritizes the needs of your partners, and takes the time to create a personable experience for those interacting with Pattern.

• Team of Doers - Someone who is a part of a team of doers uplifts team members and recognizes their specific contributions, takes initiative to help in any circumstance, actively contributes to supporting improvements, and holds themselves accountable to the team as well as to partners

Why should I work at Pattern?

Pattern offers big opportunities to make a difference in the ecommerce industry! We are a company full of talented people that evolves quickly and often. We set big goals, work tirelessly to achieve them, and we love our Pattern community. We also believe in having fun and balancing our lives, so we offer awesome benefits that include:

- Unlimited PTO
- Paid Holidays
- Onsite Fitness Center
- Company Paid Life Insurance
- Casual Dress Code
- Competitive Pay
- Health, Vision, and Dental Insurance
- 401(k) match. Pattern matches 100% of the first 3% in eligible compensation deferred and 50% of the next 2% in eligible compensation deferred.

Pattern provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability, status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.