Senior Support Engineer I

As a Senior Support Engineer at Afresh, you are the person who understands how our platform actually behaves for our grocery partners. Support Engineering is the complex technical investigation arm of the Support organization, the last stop for internal escalations to resolve customer-facing problems across all Afresh products. This is a senior individual contributor role with a deliberately broad scope, where you will be handed goals rather than tasks and are expected to develop deep expertise across products and the data relationships behind them.

Responsibilities

Own the most complex escalations end to end, including data mapping defects, recommendation and forecast anomalies, and integration or data-feed failures; Identify and lead large initiatives that deliver impact against department-level OKRs, such as raising ticket deflection rate, reducing average handle time, or reducing escalations to cross-functional teams; Define and report the numbers that prove impact, establishing baselines and publishing results on a regular cadence; Build tooling that removes manual work, using SQL, Python, Databricks, Looker, Stylo workflows, Claude and Cowork skills, and lightweight automations; Drive cross-functional change with Solutions Engineering, Data Engineering, Product Engineering, and Operations to fix systems generating ticket volume; Mentor Tier 1 and Tier 2 engineers, lead training, and write playbooks and source-of-truth documentation; Be visible outside Support by presenting in Tech Demos, posting data-driven updates, joining account reviews, and representing Support in cross-functional forums; Master partner-specific behavior across retailers and their banners and serve as the escalation point for judgment calls reaching Product, Engineering, or customers

Requirements

5+ years in technical support engineering, solutions engineering, data engineering, or a comparable role where you personally owned root-cause analysis on production data; Advanced SQL, including reasoning about joins across large, imperfect datasets and validating findings against the authoritative source; Demonstrated ability to own complex cross-functional initiatives end to end, including securing commitments from other teams and driving to a decision; A measurement instinct, defining success numerically before starting and speaking to results rather than activity; Proficiency building with AI tools such as Claude or other agentic platforms, with sound judgment about where automation can be trusted; Scripting ability in Python or similar to automate investigation and data work; Clear, calm written communication and the instinct to teach rather than correct; Comfort with ambiguity and a bias toward shipping an imperfect, iterative solution; Self-direction and the ability to set milestones without oversight

Nice to have

Grocery, retail, or supply chain domain knowledge, including ordering, replenishment, assortment, or fresh department operations; Experience with Databricks, Zendesk, Stylo, or workflow automation platforms; Experience supporting ML-driven products and distinguishing whether an anomaly originates in data inputs, model behavior, or application logic; A track record of mentoring engineers and raising the technical bar of a team

Benefits

Comprehensive medical, dental, and vision coverage for you and your family, with the majority of premiums covered by Afresh; Dedicated mental health support and counseling services; Competitive base salary; Meaningful equity (U.S. employees); 401(k) program with a generous company match; Home office stipend; Coworking Wallets for flexible workspace access; Annual professional development budget; Monthly stipends for Betterment (wellness/lifestyle) and telecommunications; Flexible paid time off