--- title: 'Senior Support Engineer at CarGurus' canonical: 'https://feeny.ai/job/senior-support-engineer-cargurus-boston-dm9kw54r7ray' type: 'job' last_seen: '2026-10-30' --- # Senior Support Engineer at CarGurus - **Company:** CarGurus - **Location:** Boston, MA - **Compensation:** $92k–$115k - **Posted:** 2026-10-30 - **Last confirmed live:** 2026-10-30 - **Apply:** https://careers.cargurus.com/us/en/job/8331046?gh_jid=8331046 ## Job description ## Who we are At CarGurus (NASDAQ: CARG), our mission is to give people the power to reach their destination. We started as a small team of developers determined to bring trust and transparency to car shopping. Since then, our history of innovation and go-to-market acceleration has driven industry-leading growth. In fact, we’re the largest and fastest-growing automotive marketplace, and we’ve been profitable for over 15 years. ## What we do The market is evolving, and we are too, moving the entire automotive journey online and guiding our customers through every step. That includes everything from the sale of an old car to the financing, purchase, and delivery of a new one. Today, tens of millions of consumers visit CarGurus.com each month, and ~30,000 dealerships use our products. But they're not the only ones who love CarGurus—our employees do, too. We have a people-first culture that fosters kindness, collaboration, and innovation, and empowers our Gurus with tools to fuel their career growth. Disrupting a trillion-dollar industry requires fresh and diverse perspectives. Come join us for the ride! ## Role overview The Senior Support Engineer is the technical specialist inside Customer Operations & Support who closes the gap between "a dealer reports a problem" and "Engineering has a clean ticket to act on." You will reproduce defects, read traces and logs, validate IMS partner integrations, and decide whether an issue is a bug, expected behavior, a configuration problem, or a partner-side failure. ## What you'll do - Serve as the technical escalation point for all products, including SaaS ones. - Reproduce dealer-reported issues in-product, read distributed traces in Observe and Honeycomb, and correlate logs across Site, Dealer Data Service, Pricing services, ML rec models, and IMS partner APIs. - Distinguish true defects from expected behavior, configuration issues, or partner-side failures (DealerCenter, DealerSync, vAuto, Dealer Specialties, Vincue, MotorcarMarketing). - Submit clean, reproducible tickets to Product Acceleration (PAES) and Engineering, with steps, evidence, and impact framing. - Own the FireHydrant trigger decision during business hours for products; coordinate with on-call engineers during incidents. - Partner with Tier 1 and Tier 2 Dealer Support Operations to handle escalations and upskill the team over time. - Contribute to and maintain the Product Support Playbook: SLA framework, severity definitions, escalation paths, status page integration, named case routing in Salesforce. - Validate launch readiness for new products against the COS/Engineering intake gate (uptime SLO, alerting, status page, escalation tree, training, dedicated Slack channel). - Participate in postmortems and represent the customer-impact narrative; help drive resiliency improvements upstream. - Build feedback loops with Product Marketing and Sales Specialists so dealer expectations align with what we can support. ## What you'll bring - 4+ years in a technical support, support engineering, solutions engineering, or customer engineering role at a B2B company. - Demonstrated ability to read logs and distributed traces (Observe, Honeycomb, Datadog, Splunk, or equivalent), validate API payloads, and reproduce defects in production software. - Comfort working with SQL, XML, JSON, and REST API responses; basic scripting in Python, Bash, or a similar language to investigate issues. - Strong written and verbal communication; able to translate between dealers, account teams, Product, and Engineering. - Calm judgment in incident situations and the ability to make defensible "is this an outage" calls. - Experience supporting products with third-party data integrations (CRM, DMS, inventory feeds, ML/pricing services). - Familiarity with FireHydrant, PagerDuty, or similar incident management tooling. - Exposure to automotive retail, dealer software, or marketplace platforms. - Experience standing up support processes for new product launches, not just operating mature ones. - Salesforce Service Cloud familiarity. The displayed range represents the expected annual base salary / On-Target Earnings (OTE) for this position. On-Target Earnings (OTE) is inclusive of base salary and on-target commission earnings, which applies exclusively to sales roles. Individual pay within this range is determined by work location and other factors such as job-related skills, experience, and relevant education or training. This annual base salary forms part of a comprehensive Total Rewards Package. In addition to benefits, this role may qualify for discretionary bonuses/incentives and Restricted Stock Units (RSUs). Position Pay Range $92,000—$115,000 USD Working at CarGurus We reward our Gurus’ curiosity and passion with best-in-class benefits and compensation, including equity for all employees, both when they start and as they continue to grow with us. Our career development and corporate giving programs, as well as our employee resource groups (ERGs) and communities, help people build connections while making an impact in personally meaningful ways. A flexible hybrid model and robust time off policies encourage work-life balance and individual well-being. Thoughtful perks like daily free lunch, a new car discount, meditation and fitness apps, commuting cost coverage, and more help our people create space for what matters most in their personal and professional lives. CarGurus may require in-person interviews as part of our hiring process, particularly for positions based in our Boston and Dublin offices. Candidates selected for an in-person interview will be notified in advance. Please be aware that travel expenses are the responsibility of the candidate. We welcome all CarGurus strives to be a place to which people can bring the ultimate expression of themselves and their potential—starting with our hiring process. We do not discriminate based on race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. We foster an inclusive environment that values people for their skills, experiences, and unique perspectives. That’s why we hope you’ll apply even if you don’t check every box listed in the job description. We also encourage you to tell your recruiter if you require accommodations to participate in our hiring process due to a disability so we can provide the appropriate support. We want to know what only you can bring to CarGurus. #LI-Hybrid ## About CarGurus ## Company Overview - **One-liner**: CarGurus is the #1 most-visited digital auto platform in the United States, using data-driven technology to bring trust and transparency to car shopping and selling. - **Entity Type**: Public (NASDAQ: CARG) - **Headquarters**: Boston, Massachusetts, USA - **Founded**: 2006 - **Founders**: Langley Steinert (co-founder of TripAdvisor) ## Core Business - **Primary industry**: Automotive marketplace / Digital auto platform - **Target customers**: B2C (car buyers and sellers) and B2B (car dealers) - **Mission statement**: "To give people the power to reach their destination" — empowering drivers and dealers with the confidence to buy or sell cars exactly how they want, whether online, in-person, or a combination of both. ## Products & Services - **CarGurus Marketplace (Consumer)**: A data-driven car shopping platform featuring over 4 million vehicle listings in the US. The platform provides unbiased vehicle information, Instant Market Value (IMV) pricing, deal ratings (Great/Good/Overpriced), and a "Best Match" sort order to help consumers find the best deal. Includes tools for buying, financing, and selling. - **CarGurus for Dealers (B2B)**: A suite of digital retail tools and services that help tens of thousands of dealers source, market, and sell vehicles. Includes digital retailing tools for financing, appointment booking, and online sales. - **Autolist**: A car shopping platform acquired by CarGurus in 2020, expanding the consumer audience. - **PistonHeads**: A UK-based motoring community and automotive marketplace acquired in 2019. ## Market Standing - **Valuation/Market Cap**: Publicly traded on NASDAQ under ticker CARG. Market cap fluctuates; as of mid-2025, it is approximately $3.5–4 billion (check latest). - **Key Metric**: $907 million in revenue in FY2025. - **Notable Investors/Partners**: Public company with institutional investors; founded by Langley Steinert (co-founder of TripAdvisor). - **Growth Signals**: - #1 most-visited automotive platform in the US with 45 million monthly visitors and 39.7 million monthly unique visitors. - Over 4 million vehicle listings in the US. - Serves 24,000+ US dealers and 34,000 dealers globally. - 1,100+ employees across North America, Ireland, and the UK. - Launched an AI-powered shopping experience in 2025. - Expanded digital retail tools (financing, appointment booking) in 2022. - Acquired Autolist (2020) and PistonHeads (2019) to expand audience and geographic reach. ## Competitive Advantages - **Data-driven transparency**: Proprietary Instant Market Value (IMV) and deal ratings (Great/Good/Overpriced) provide unbiased pricing insights that build consumer trust. - **Scale and audience**: #1 most-visited automotive platform in the US with 45M monthly visitors, giving it unmatched reach for both consumers and dealers. - **Dual-sided marketplace**: Serves both consumers (B2C) and dealers (B2B), creating a powerful network effect — more buyers attract more dealers, and more listings attract more buyers. - **Technology-first approach**: A tech company at its core, leveraging data science, AI, and rapid iteration to improve the car buying/selling experience. - **Brand trust and transparency**: Long-standing reputation for unbiased data (Instant Market Value, deal ratings) that differentiates it from traditional classifieds. ## Strategic Focus - **AI and personalization**: Launching an AI-powered shopping experience (2025) to create a more personalized and intuitive research process. - **Digital retail expansion**: Continuing to build out digital retail tools (financing, appointment booking) to enable more of the car sale to happen online. - **Dealer partnership growth**: Deepening relationships with the 34,000+ dealers who use the platform to maximize their revenue. - **International presence**: Maintaining and growing operations in the US, Canada, UK, and Ireland. ## Why Work Here - **Culture and values**: CarGurus emphasizes integrity, transparency, data-driven decision-making, speed, collaboration, and pioneering spirit. The company is Built In’s #1 Best Large Company to Work For in the U.S. and #1 Best Place to Work in Boston. - **Work model**: Flexible hybrid model with a headquarters in Boston's Back Bay. The office features open seating, innovation areas, a 24/7 fitness center, rooftop terraces, fully stocked kitchens, and a barista bar. - **Time off**: Full-time US employees get unlimited personal and sick time off, plus 3 weeks of vacation to start. Dublin and UK employees get 25 days annual leave and 10 sick days. All employees receive a month-long paid sabbatical after 5 and 10 years. - **Perks**: $15/day in-office lunch stipend, commuting and tuition support, gym/wellness reimbursement, meditation and fitness app subscriptions, and an "Auto Perk" of up to $1,250 toward a new vehicle purchase from a dealer partner. - **Family support**: Partnerships with Carrot Fertility and Care.com (for daycare, eldercare, and pet care), plus family-focused leave policies. - **DEIB**: No dress code, employee-led charitable giving, donation matching, and a focus on diversity, equity, inclusion, and belonging. - **Learning**: Tailored development programs, on-demand content, annual Hackathon and Science Fair. - **Culture**: Emphasizes integrity, transparency, collaboration, speed, and a pioneering spirit. "Being a car person is optional" — the company values curiosity and problem-solving over automotive passion. ## Sources 1. [cargurus.com](https://www.cargurus.com/about/cargurus) 2. [careers.cargurus.com](https://careers.cargurus.com/us/en/) 3. [careers.cargurus.com (Life page)](https://careers.cargurus.com/us/en/life) 4. 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