Support Engineer

Meet GTV

Grocery TV is the leading in-store retail media platform. Over 120 retailers partner with Grocery TV to modernize their stores and drive incremental revenue, while upholding a high-quality shopper experience. Grocery TV handles the complexities of operating an in-store media network so retailers can focus on what they do best—serving their customers. Reaching 1 in 4 Americans across nearly 6,000 stores, Grocery TV connects brands with real shoppers where nearly 90% of purchases take place. For more information, visit www.grocerytv.com.

Summary

We are looking for a Support Engineer to support our Engineering and Field Operations team run GTV’s ~40K IoT media players across the United States. Part technical investigator, part operational partner, you'll lead the charge in uncovering root causes of field issues, managing incidents in real time, and ensuring the right context and evidence flows into Engineering for effective resolution. This role is perfect for someone who is energized by puzzles, intrigued by technical mysteries, and motivated to bring clarity to chaos.

This role is part of the Engineering team and will meet in person three times a week at our East Austin office.

Responsibilities

• Investigate and identify root causes of field-reported technical issues, with a focus on proactive detection and trend analysis.
• Evaluate telemetry and data across our technical stack to identify trends and potential failure points in our network.
• Act as the primary technical liaison between Engineering and Field Operations, ensuring real-time collaboration and effective communication.
• Develop a deep understanding of our device ecosystem and retailer priorities to effectively triage and respond to incidents (e.g., recognizing when a small issue with a key partner requires high priority).
• Manage incident response and escalation protocols in collaboration with Engineering and Field Ops.
• Drive District Manager enablement by identifying tooling gaps and collaborating on internal tooling solutions.
• Provide clear, timely, and context-aware communication to Field Operations regarding technical issues and resolutions.
• On call for device-related field issues
• Travel 1- 2x a month to retailers

Growth opportunities

You'll start by focusing on device-level support, developing deep expertise and bringing stability to that area. As you grow in the role, you’ll expand your scope to own Engineering support more broadly — with the opportunity to influence how technical support scales across the company.

Qualifications

• 2–4 years in a technical support, operations engineering, or field engineering role, ideally in a fast-paced, high-growth environment.
• Strong analytical and troubleshooting skills — you love following the breadcrumbs to get to the root cause of complex issues.
• You have familiarity with reading logs, querying data, or using diagnostic tools (e.g. Looker, Datadog, Bugsnag)
• Comfort with SQL
• Comfort working in Slack-heavy environments
• You’re intuitive and thorough and bring a thoughtful lens to problem-solving, communicates with empathy, and consistently sees things through with precision
• You’re skilled at recognizing the difference between high-noise issues and high-impact ones, and making smart, context-aware decisions under pressure.
• Comfortable navigating cross-functional relationships — collaborates seamlessly with Engineering, Field Ops, and internal stakeholders.

Soft skills

• Organized — Your organizational skills are detail-oriented and methodical. You track the details to support your investigations and communications.
• Self-Directed — You’re resourceful, tenacious, and energized by ambiguity. You’re able to spot issues and point yourself in that direction without needing to be told.
• Cooperative — You know how to ask the right questions, how to share information in a way that’s useful across different roles and teams. You’re able to stay patient and kind, even when things get a little chaotic.
• High Challenge — You’re comfortable with respectfully challenging others with healthy pushback when something doesn’t sit right.
• Big Picture Thinker — Rather than reacting to each issue as it comes, you’re constantly looking for patterns. You’re able to see how repeated problems might point to a bigger gap and take initiative to fix it at the root, whether that’s a new process, tool, or way of working.
• Curiosity — You’re the kind