Job Overview
Location
East Coast (New York/Boston)
Job Type
Full-time
Category
Customer Support
Date Posted
May 21, 2026
Full Job Description
đź“‹ Description
- • Technical Support Engineer (East Coast) at Ketch, Inc., responsible for providing high-quality technical support to US-based customers on East Coast hours, owning ticket resolution end-to-end across web technologies, APIs, SDK integrations, and platform configuration.
- • Day-to-day responsibilities include partnering with the Professional Services team on customer implementations, joining technical scoping calls, troubleshooting integration issues, and working directly with customer developers, IT teams, and data engineers to diagnose and resolve technical issues using tools like Postman to inspect API calls and requests/responses.
- • Ketch is redefining responsible data use for the AI era through its Data Permissioning Platform, which helps brands collect, control, and activate permissioned, privacy-safe data across devices, systems, and third-party apps to simplify privacy operations, increase revenue from advertising and AI initiatives, and build trust with customers and partners.
- • In this role, you will develop deep expertise in Ketch’s platform, gain hands-on experience troubleshooting JavaScript, HTML, CSS, and front-end behavior, document reusable solutions, and grow your technical and customer-facing skills while collaborating with engineering, support, and services teams across US and India locations.
🎯 Requirements
- • 4+ years in a technical support, solutions, or implementation role at a B2B SaaS company (pure software)
- • Strong working knowledge of JavaScript, HTML, CSS, and APIs
- • Comfortable using Postman or similar tools to troubleshoot API behavior
- • Experience administering or supporting SaaS platforms
- • Based on the US East Coast with the right to work in the US
- • Genuine technical curiosity — self-directed learner who digs into product, reads docs, and builds working knowledge of complex systems
🏖️ Benefits
- • Opportunity to work directly with customer engineering teams, developers, and IT stakeholders to resolve complex technical issues
- • Partner closely with Professional Services and engineering teams on customer implementations and technical solutions
- • Hand-off and continuity coverage with West Coast US and India support teams for global collaboration
- • Ability to escalate to engineering while owning customer communication and resolution timelines
- • Work in a startup environment with limited playbooks, fostering independence and problem-solving
- • Contribute to building trust with customers and partners through privacy-safe data activation and compliance
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About Ketch, Inc.
Ketch, Inc. is a privacy and data governance technology company that provides a platform for businesses to manage data privacy compliance, consent, and data subject rights at scale. The company's platform enables organizations to automate privacy workflows, enforce data usage policies, and maintain audit trails across complex data ecosystems. Ketch serves enterprises in industries such as technology, finance, healthcare, and retail, helping them comply with regulations like GDPR, CCPA, and HIPAA. Founded in 2018 and headquartered in San Francisco, Ketch leverages a no-code, policy-driven approach to data governance, allowing legal, engineering, and marketing teams to collaborate on data privacy without deep technical expertise. The company has raised significant venture capital and is recognized as a leader in the emerging privacy tech space.
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