Location: Bengaluru, Karnataka
Job Type: Full-time
Work Mode: Hybrid (Candidates must be based in Bangalore and adhere to their team’s hybrid work schedule)
Wayfair is one of the world’s largest online destinations for the home, revolutionizing how people shop. Whether you're working in our Boston headquarters, warehouses, or offices around the globe, we offer an environment that values innovation, growth, and collaboration.
We are proud to be a diverse and inclusive workplace, where every voice matters. Join us and shape the future of home retail with cutting-edge technology and dynamic problem-solving.
We are seeking a Support Software Engineer II to join our Marketing Technology team, which builds and supports the global engine driving customer acquisition, retention, and relationship management. This role will be part of our Customer Success team, providing support for our in-house communications platform—including GrayMatter (event-based streaming system) and Batch messaging tools.
You will serve as a technical-first responder, working closely with internal customers across departments to resolve platform issues, implement configurations, and support user adoption. The role also includes opportunities to automate processes and extend support to other areas of MarTech.
Manage Internal Ticket Queues: Monitor and resolve support requests via Slack and SupportHub, ensuring timely and effective responses.
Enforce SLAs: Establish and track service-level agreements, implement performance metrics, and drive improvements in support operations.
Stakeholder Management: Act as a bridge between technical teams and non-technical stakeholders, translating business needs into technical solutions.
Process Documentation: Maintain accurate and accessible documentation of procedures, solutions, and support best practices.
Technical Collaboration: Work with engineers and product teams to investigate platform issues, ensuring clear communication and resolution.
Platform Support: Provide technical support for GrayMatter, Batch tools, and other messaging platforms, assisting with configurations and customizations.
Cross-functional Interaction: Regularly communicate over Slack, Google Meet, and other collaboration tools to support internal stakeholders and team members.
Automation & Innovation: Identify and implement opportunities for process automation to enhance overall support efficiency.
You’re a Match If You Have:
4+ years in a hands-on tech role (support, development, technical implementation, or solution architecture) in a B2B environment.
Experience supporting complex platforms, including data integration and end-user training.
Proficiency in:
Parsing JSON
Writing & understanding SQL
Testing and implementing APIs
A programmatic mindset with the ability to analyze data using logs, metrics, dashboards, and SQL queries.
Strong customer-facing and communication skills with both technical and non-technical stakeholders.
Ability to translate business requirements into platform configurations and solutions.
Familiarity with dashboarding and monitoring tools: Grafana, DataStudio, DataDog, ELK/Kibana, Looker.
Experience with Email/Mobile Marketing, Advertising Technology, or CRM systems.
Basic knowledge of HTML and CSS.
Oversee the end-to-end support lifecycle and ensure alignment with business priorities.
Maintain process and knowledge documentation.
Log and track tickets to prevent recurring issues.
Communicate across platforms (Slack, Google Meet) to keep stakeholders informed.
Serve as a liaison for both technical and non-technical teams.
At Wayfair, we believe that diversity makes us stronger. We are proud to be an equal opportunity employer and do not discriminate on any legally protected characteristic. Every individual’s voice is valued and respected as we build a better Wayfair—and a better world—for all.
For more information, refer to our or contact us at
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