--- title: 'Technical Support Engineer at Constructor' canonical: 'https://feeny.ai/job/technical-support-engineer-constructor-emea-fxdcvm2eq3fa' type: 'job' last_seen: '2026-09-11' --- # Technical Support Engineer at Constructor - **Company:** Constructor - **Location:** EMEA - **Employment:** full-time - **Work type:** remote - **Posted:** 2026-08-20 - **Last confirmed live:** 2026-09-11 - **Apply:** https://jobs.ashbyhq.com/constructor/7a2dde00-a599-4e9e-aad3-2b0fedc6c9de ## Job description ## About You You’re a customer-obsessed technologist in the EMEA market who thrives at the intersection of technical support, customer enablement, and impact. With a strong technical foundation and hands-on experience working with APIs, SDKs, logs, and data integrations, you’re driven by helping customers resolve issues quickly, understand what is happening, and get back to making progress. You will be the first full time support engineer on the newly formed support team. You build trust quickly with both technical and business stakeholders, translating complex systems into clear, actionable next steps. You’re comfortable communicating complex technical solutions in a written form, and you know how to keep customers informed while you investigate. You’re a problem solver who’s passionate about removing roadblocks, creating scalable solutions, and championing the customer’s voice at every stage. You’re a strong troubleshooter who is passionate about removing roadblocks, improving support processes, and making it easier for customers and internal teams to get to the right answer faster. For you, every support interaction is a chance to earn trust and leave the customer better off than when they reached out. ## About Us Constructor is the next-generation platform for search and discovery in ecommerce, explicitly optimizing for metrics like revenue, conversion rate, and profit. Our search engine is entirely invented in-house, and we use its core and personalization capabilities to power everything from search itself to recommendations to shopping agents. Engineering is by far our largest department, and we’ve built our proprietary engine to be the best on the market, having never lost an A/B test to a competitive technology. We’re passionate about maintaining this and work on the bleeding edge of AI to do so. Out of necessity, our engine is built for extreme scale and powers over 1 billion queries every day across some of the biggest ecommerce companies in the world, including some of the biggest ecommerce companies in the world like Sephora, Under Armour, and Petco. We’re a passionate team who loves solving problems and making our customers’ and coworkers’ lives better. We value empathy, openness, curiosity, continuous improvement, and metrics that matter. We believe that empowering everyone in a company to do what they do best can lead to great things. Constructor is a U.S.-based company that has been in the market since 2015. It was founded by Eli Finkelshteyn and Dan McCormick, who still lead the company today. ## About the Position As a Technical Support Engineer on our EMEA team, you’ll be part of the support-founding team, a reliable technical resource for enterprise customers, helping them troubleshoot issues, understand Constructor behavior, and move forward with confidence. You’ll own and drive customer-facing technical support conversations across tickets, Slack, and calls, especially for issues involving Constructor APIs, SDKs, data integrations, event instrumentation, tagging, and implementation behavior. You'll act as a supportive partner, bridging the gap between technical issues and successful resolutions, ensuring customers feel supported throughout each interaction. You’ll investigate technical hurdles, communicate clearly while work is in progress, coordinate with internal teams when escalation is needed, and make sure customers understand the resolution and next steps. You can dive into a payload or a log review, drive technical implementation guides and communicate clear solutions in tickets with equal ease, but consistently earning trust within every interaction is what sets you apart. This role is ideal for someone who enjoys technical problem-solving, high-quality customer communication, and improving the systems that help a support team scale. You will… - Provide clear, timely, and technically sound support on complex inbound questions involving Constructor APIs, SDKs, data integrations, tagging, event instrumentation, and implementation behavior. - Own customer-facing technical support conversations across tickets, Slack, and calls, making sure customers understand what we know, what we are investigating, and what happens next. - Earn trust across technical and business stakeholders by communicating clearly, setting expectations, and distilling complex technical issues into simple, actionable next steps. - Troubleshoot issues by reviewing payloads, logs, API behavior, configuration, and implementation details, then guiding customers toward a resolution. - Review and improve self-service bot answers, flag automation gaps, and help tune escalation criteria. - Support in creating and maintaining knowledge base and documentation. - Support EMEA customers with responsiveness, strong written communication, and ownership during regional business hours. - Identify patterns in customer tickets, recurring questions, and support pain points, then share clear feedback with Product and Engineering to improve the customer experience. - Collaborate with customer developers, data teams, Customer Success, Solutions, Product, and Engineering to troubleshoot issues, clarify implementation questions, and support successful resolutions. - Proactively investigate and resolve blockers across data ingestion, tagging, event instrumentation, and API performance, especially when those blockers affect launch, customer confidence, or ongoing platform usage. - Serve as a subject matter expert on Constructor’s technical architecture, helping customers understand expected behavior, integration options, and how to troubleshoot issues in their environment. - Translate customer issues into clear internal context for Product and Engineering, including impact, reproduction steps, examples, urgency, and customer-facing implications. - Create and improve reusable technical documentation, troubleshooting guides, macros, internal notes, and support workflows that help the team resolve issues more consistently and efficiently. - Collaborate with Customer Success Managers, Sales, Solutions, Product, and Engineering so customers receive consistent guidance and internal teams have the context they need. - Continuously improve support processes, playbooks, and escalation paths to reduce friction, improve response quality, and help customers get to value faster. ## Requirements - 4+ years of experience in a technical support, technical account management, solutions engineering, implementation, or customer-facing engineering role. - Hands-on experience working with APIs, SDKs, logs, HTTP requests, event data, and technical implementation details. - Exceptional written and verbal communication skills, especially in tickets, Slack, and customer calls, with the ability to explain technical complexity in simple, actionable language. - Experience supporting enterprise customers, including situations with multiple stakeholders, competing priorities, and high urgency. - Ability to manage customer expectations, communicate clearly under pressure, and drive issues forward across internal and external teams. - Track record of building or improving support processes, documentation, troubleshooting guides, or tooling that improves team efficiency and customer outcomes. - Proven ability to manage complex technical support cases from intake to resolution, balancing speed, accuracy, customer communication, and internal escalation when needed. - Strong desire to learn quickly, adapt, and improve how we support customers in a fast-paced, high-growth environment. - Familiarity with JavaScript-based web integrations, HTTP request flows, browser developer tools, and client-side / server-side contexts is a plus, but customer communication, not coding, is your superpower. - Ability to support customers during EMEA business hours. - Bonus: familiarity with A/B testing, ecommerce search or discovery, network request routing, and HTTP troubleshooting. ## Benefits 🏝️ Unlimited vacation time. We strongly encourage all employees to take at least 3 weeks per year. 💰 A competitive compensation package including stock options. 🌎 Fully remote team. Choose where you live. 🛋️ Work from home stipend. We want you to have the resources you need to set up your home office 💻 Apple laptops provided for new employees 🧑‍🎓 Training and development budget for every employee, refreshed each year 👪 Maternity & Paternity leave for qualified employees 🧠 Work with smart people who will help you grow and make a meaningful impact Diversity, Equity, and Inclusion at Constructor At [Constructor.io](http://Constructor.io) we are committed to cultivating a work environment that is diverse, equitable, and inclusive. As an equal opportunity employer, we welcome individuals of all backgrounds and provide equal opportunities to all applicants regardless of their education, diversity of opinion, race, color, religion, gender, gender expression, sexual orientation, national origin, genetics, disability, age, veteran status or affiliation in any other protected group. ## About Constructor ## Core Business - **Primary industry**: AI-powered ecommerce search and product discovery (SaaS) - **Target customers**: B2B, enterprise ecommerce brands, retailers, distributors, and marketplaces - **Mission/purpose**: To automate the rich complexity required for a modern search experience behind a simple, elegant SaaS solution, helping shoppers find what they want to buy using natural language and AI. ## Products & Services - **AI Shopping Agent**: Natural language conversational agent that helps shoppers discover products and answer questions. - **Search & Browse**: Personalized search and category browsing with reinforcement learning. - **Recommendations**: Product recommendations for onsite, email, SMS, and mobile notifications. - **Retail Media**: Sponsored products and ads that don’t sacrifice customer experience. - **Merchandiser Controls**: Tools for merchants to manage rankings, promotions, and experiments. - **Insights & Automations**: Dashboards, reports, and automated attribute enrichment using GenAI. - **Answer Engine Assistants (Beta)**: Integration with ChatGPT and other answer engines for offsite discovery. - **Merchant Intelligence Agent (Beta)**: Research and fix ranking issues. - **Product Insights Agent**: Generate personalized product questions to help shoppers buy with confidence. - **Collections**: Dynamic, curated product pages. - **In-Store**: Extend online intelligence to physical stores. ## Market Standing - **Valuation/Market Cap**: Not disclosed (private) - **Key Metric**: $40.0M annual revenue (LinkedIn estimate); $86.1M total funding across 4 rounds - **Notable Investors/Partners**: Not named in provided sources, but clients include Sephora, Under Armour, Petco, and many others. - **Growth Signals**: - 336 employees (LinkedIn) / 375+ team members (company site), +48% YoY headcount growth - 400+ billion requests powered per year - 98.5% average client retention rate over the last three years - Named a Leader in Forrester Wave (Commerce Search & Product Discovery, Q3 2025), Gartner Magic Quadrant (Search & Product Discovery, 2025), and IDC MarketScape - Top rated on G2 Crowd and Gartner Peer Reviews (4.9 and 4.8 respectively) - 94% team member retention rate ## Competitive Advantages - **AI-native from day one**: Built on clickstream data and advanced AI, not bolted onto legacy keyword search. - **Reinforcement learning across touchpoints**: Every interaction (search, browse, agent) makes the system smarter. - **API-first, headless, composable, platform-agnostic**: Easy integration with any tech stack. - **Ecommerce-specific optimization**: Sole focus on commerce metrics (revenue, conversion, profit), consistently delivering $10M+ revenue lifts for customers. - **Only vendor named a Leader by three independent analyst firms (Forrester, Gartner, IDC)**. ## Strategic Focus - **AI agents and reasoning**: Expanding AI Shopping Agents, Answer Engine Assistants, and Merchant Intelligence Agents. - **Offsite discovery**: Enabling discovery via email, SMS, and answer engines like ChatGPT. - **In-store integration**: Extending online intelligence to physical retail. - **Continued investment in personalization and automation** to reduce setup time (8 weeks or less). ## Why Work Here - **Culture**: Remote-first, 100% remote – choose where you live. Collaborative, empathetic, and problem-solving environment. Rated top 5% on RepVue and a Will Reed Top 100 award recipient. - **Benefits**: - Company pays 99% of medical, dental, and vision premiums for US team members. - Unlimited PTO and vacation time (minimum 3 mandatory weeks off per year). - Paid parental leave. - Yearly Remote Work Stipend + one-time $500 New Hire Setup Stipend. - Yearly Learning & Development $500 Stipend. - Stock options for every team member. - Company-issued Apple laptop. - **Growth**: Fast-growing startup with opportunities to work on challenging AI/ML problems used by millions of shoppers. Mentorship, autonomy, and career development. - **Diversity & Inclusion**: Committed to DEI with an internal ERG. - **Team**: 94% retention rate; described as collaborative, brilliant people who enjoy solving hard problems. ## Sources 1. [Constructor Careers Page](https://constructor.com/about/careers) 2. [Constructor Main Website](https://constructor.com/) 3. [Constructor LinkedIn](https://www.linkedin.com/company/constructor-io) 4. [Constructor About Page](https://constructor.com/about) 5. [CB Insights Company Profile](https://www.cbinsights.com/company/constructorio) (used for funding and revenue data, though not directly cited in text – revenue from LinkedIn) ## Other roles at Constructor - [Staff Product Manager: Product Discovery Engine](https://feeny.ai/job/staff-product-manager-product-discovery-engine-constructor-remote-gb8a7v1gkqah) - [Customer Success Enablement Manager](https://feeny.ai/job/customer-success-enablement-manager-constructor-amer-pvkxtwm1yxws) — AMER - [Senior Customer Success Manager - Nordics](https://feeny.ai/job/senior-customer-success-manager-nordics-constructor-sweden-q7mbnfe85d9b) — Sweden - [Sr. Customer Success Manager (French Speaking)](https://feeny.ai/job/sr-customer-success-manager-french-speaking-constructor-france-n0809w6gb2v2) — France - [FullStack Engineer - Prospect UI Solutions](https://feeny.ai/job/fullstack-engineer-prospect-ui-solutions-constructor-remote-g6jgr2q79412) - [Director of Information Security](https://feeny.ai/job/director-of-information-security-constructor-emea-3qbt89fc9ne7) — EMEA - [Account Manager, DACH](https://feeny.ai/job/account-manager-dach-constructor-emea-wc72h030b83v) — EMEA - [Engineering Manager - Customer Developer Experience](https://feeny.ai/job/engineering-manager-customer-developer-experience-constructor-remote-v1y9wfa27acx) - [Engineering Manager: Agentic Integrations](https://feeny.ai/job/engineering-manager-agentic-integrations-constructor-remote-s5hw0am1dwnx) - [Platform Engineer: Platform Enablement](https://feeny.ai/job/platform-engineer-platform-enablement-constructor-remote-jn4v11cxmpw1)