At Branch, we power every touchpoint with links that work and insights that prove it. From click to conversion, we make growth measurable. Our unparalleled attribution, backed by AI-enhanced linking, is trusted to deliver seamless experiences that increase ROI, decrease wasted spend, and eliminate siloed attribution.
We bring the same rigor to how we build our team, by empowering our people to move fast, own outcomes, and build something that matters. We take pride in making meaningful investments in our team’s health, wealth, and growth so individuals can thrive as we scale. Our culture values smart, humble, and collaborative teammates who take accountability and drive results in an environment where their work truly moves the business forward.
We are innovative, scaling with purpose, and led by seasoned leaders who know how to build enduring companies. Trusted by brands like Instacart, Western Union, NBCUniversal, ZocDoc, and Sephora, we’re big enough to matter, small enough for you to make a real impact. If you’re excited by the grit of building, rapid learning, and shaping the future of customer growth, you’ll find your place here.
As a Technical Support Engineer, you will be the primary technical force behind our customer success, managing incoming requests on our ticketing platform and providing expert assistance to those who use Branch. You’ll use your investigative mindset to deconstruct issues within our SDK, analytics, and attribution solutions, ensuring our clients (from developers to marketers) receive fast, accurate, and expert-level resolutions. This role is perfect for a proactive problem-solver who enjoys multi-tasking and thrives in a fast-paced, high-volume environment.
As a Technical Support Engineer you’ll get to:- Manage & Resolve Technical Requests: Act as the primary owner for incoming support requests on our ticketing platform, delivering high-quality technical assistance to Branch customers.
- Investigate & Troubleshoot: Perform deep-dive analysis into complex issues and bugs. You will be responsible for replicating issues, analyzing logs, and finding the "why" behind technical roadblocks.
- Cross-Functional Collaboration: Work closely with Branch’s Account Management, Product, and Engineering teams to advocate for customer needs and ensure timely resolutions.
- Maintain Service Excellence: Consistently meet or exceed tight deadlines and SLAs, ensuring a superior customer experience even during high-volume periods.
- Drive Process & Knowledge: Utilize tools like Zendesk, Guru, Notion, and JIRA to document solutions and improve our internal knowledge base, helping the entire team grow.
- Continuous Skill Development: Stay curious and proactive in learning new technologies and Branch product updates to maintain your status as a technical resource.
- Experience: 2+ years in a technical, customer-facing role with a proven track record of providing amazing customer experiences.
- Communication Skills: Superior interpersonal skills with the ability to translate complex technical concepts into clear, actionable advice.
- Technical Toolkit: Proficiency with SQL and APIs, and hands-on experience using Chrome Developer Tools for web-based troubleshooting.
- Efficiency: The ability to multi-task and manage a high volume of tickets without sacrificing quality or attention to detail.
- Problem-Solving Mindset: A natural ability to learn new technology quickly and a passion for solving intricate product and technical questions.
- Mobile Expertise: Experience working with, building, or troubleshooting mobile SDKs or native mobile app code.
- Web Development: Familiarity with JavaScript, HTML, and CSS.
- Industry Background: Prior experience in Mar-tech or working within a high-growth SaaS environment.
This role is 100% remote in Canada. This role does not qualify for relocation or visa sponsorship.
In accordance with applicable law, the following represents a reasonable estimated compensation range for this role: the estimated pay range for this role, if based in Canada is 60,000 CAD to 90,000 CAD. Please note that this information is provided for those hired in Canada only. Compensation for candidates outside of Canada will be based on the candidate’s specific work location. Actual compensation will be determined based on skills, experience, and geographic location and may be more or less than the amount shown above. This role additionally includes a 10% annual bonus tied to company goals.
The salary range provided represents base compensation and does not include potential equity, which is available for qualifying positions. At Branch, we are committed to the well-being of our team by offering a comprehensive benefits package. From health and wellness programs to paid time off and retirement planning options, we provide a range of benefits for qualified employees. For detailed information on the benefits specific to your position, please consult with your recruiter.
Branch is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
If you think you'd be a good fit for this role, we'd love for you to apply! At Branch, we strive to create an inclusive culture that encourages people from all walks of life to bring their unique, diverse perspectives to work. We aim every day to build an environment that empowers us all to do the best work of our careers, and we can't wait to show you what we have to offer!
A little bit about us:Branch is the leading provider of engagement and performance mobile SaaS solutions for growth-focused teams, trusted to maximize the value of their evolving digital strategies. The Branch platform provides a seamless experience across paid and organic, on all channels and platforms, online and offline, to eliminate friction and drive valuable action at the moments of highest intent. With Branch, businesses gain accurate mobile measurement and insights into user interactions, enabling them to drive conversions, engagement, and more intelligent marketing spend.
Branch is an award-winning employer headquartered in Mountain View, CA. World-class brands like Instacart, Western Union, NBCUniversal, Zocdoc and Sephora acquire users, retain customers and drive more conversions with Branch.
Candidate Privacy Information:
For more information on the data that Branch will collect through your application, and how we use, share, delete, and retain that information as part of our recruitment and employment efforts, please see our HR Privacy Policy.
Skills Required
- 2+ years of experience in a technical, customer-facing role
- Proven track record of providing excellent customer experiences
- Superior interpersonal and communication skills, including translating complex technical concepts into clear, actionable advice
- Proficiency with SQL and APIs
- Hands-on experience using Chrome Developer Tools for web-based troubleshooting
- Ability to multitask and manage a high volume of support tickets while maintaining quality and attention to detail
- Ability to learn new technology quickly and solve complex product and technical questions
- Experience working with, building, or troubleshooting mobile SDKs or native mobile app code
- Familiarity with JavaScript, HTML, and CSS
- Prior experience in mar-tech or a high-growth SaaS environment
Branch (branch.io) Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Branch (branch.io) and has not been reviewed or approved by Branch (branch.io).
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Fair & Transparent Compensation — Pay is considered competitive for U.S. tech markets, with public recognition specifically for compensation and descriptions of strong total packages including base, equity, and benefits. Role- and location-based salary datapoints cited align with market-level offers for key technical roles.
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Healthcare Strength — Health coverage is described as comprehensive, including medical, dental, and vision, with employer-funded contributions and access to services such as One Medical and an Employee Assistance Program. Some public listings note employer-paid premiums for employees, reinforcing robustness of coverage.
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Leave & Time Off Breadth — Time off is often framed as unlimited or flexible PTO with paid holidays and sick time, supporting work–life balance. Parental leave is also present as part of the broader time-off framework.
Branch (branch.io) Insights
What We Do
Branch is on a mission: to power impactful experiences in the connected world. We build and provide software as a service for enterprise businesses to acquire, retain and engage their users, delivering linking and measurement solutions across all digital environments for flawless user journeys and foolproof campaign insights. Branch is an award-winning employer headquartered in Mountain View, CA. World-class brands like Instacart, Western Union, NBCUniversal, Zocdoc and Sephora acquire users, retain customers and drive more conversions with our solutions. Our people are our lifeblood, and every Branch employee strives to exemplify our core values: 1) Take your shot: Boldly take smart risks and seize opportunities to stay ahead. 2) Hustle with heart: Prioritize impact over activity and own meaningful outcomes. 3) Crush it together: Empathize with customers and deliver value for mutual success.
