Senior Support Engineer

This role sits at the intersection of support, product, and engineering. You'll independently scope and drive root cause analysis on the toughest technical issues our team sees, and you'll be recognized as the go-to technical resource for both your team and the product and engineering partners you work alongside — determining on your own when an issue needs to be escalated versus resolved within Support.

What You'll Own:

• Technical depth & troubleshooting — Serve as the team's go-to technical resource on iOS and Android, applying deep expertise to troubleshoot OS-level issues (device/hardware knowledge a strong plus) that go beyond what the rest of the team can resolve.
  
  
• Systems thinking & root cause analysis — Apply systems thinking to recurring issues, tracing symptoms back to underlying causes rather than treating tickets in isolation; independently lead root cause analysis on product bugs and drive them to resolution with engineering.
  
  
• Cross-functional influence — Translate customer insights and voice-of-customer (VOC) themes into clear, actionable technical suggestions for product and engineering, and proactively surface emerging product trends so engineering can intervene early — influencing how adjacent teams prioritize through your expertise, not authority.
  
  
• Knowledge systems — Own and maintain the team's knowledge base, keeping it accurate as the product evolves, and write clear, user-friendly technical documentation and help content that raises the team's overall quality bar.
  
  
• Content & enablement — Identify where customers need visual, step-by-step walkthroughs and storyboard them for our video designer to produce; scripting and editing the video yourself is a plus, not a requirement. Keep the wider support team current on product changes.
  
  
• Quality & product insight — Support product QA efforts, including testing pre-release builds and flagging issues before launch; create and maintain product journey maps in Figma; use Amplitude to ground support and product decisions in evidence.
  
  
• AI fluency — Use AI tools (e.g., Claude) fluently as part of day-to-day workflow — drafting, troubleshooting, documentation, and analysis.

What We're Looking For:

• 4-6 years in technical support, support engineering, or a related technical role
• Significant hands-on experience with iOS and Android operating systems, deep enough to be the team's go-to resource without needing backup; hardware experience is a plus
• A systems thinker who independently traces issues back to root causes rather than settling for quick fixes, and knows when to escalate versus resolve within the team
• Strong technical writing skills, with a track record of owning and maintaining a knowledge base or help center
• Comfort independently leading root cause analysis and communicating findings to both technical and non-technical audiences
• Experience with (or strong aptitude for) product quality assurance and pre-release testing
• Working knowledge of Amplitude or a comparable product analytics tool
• Experience with Figma, including building and maintaining journey maps or similar diagrams
• Fluency with AI tools (Claude or similar) as part of daily work
• Excellent written and verbal communication skills — able to flex between a customer-facing tone and an internal engineering one, and to influence peers and adjacent teams through expertise

Benefits:

• Competitive compensation commensurate with experience
• Equity stake in Bark
• Paid time off
• Paid sick time
• Health Benefits:
• • Medical
  • Dental
  • Vision
  • Healthcare Support
  • On-Demand Primary Care
  • Online Mental Health Therapy
  • Flexible Spending Account (FSA)
  • Supplemental Life Insurance
  • 401(k)
  • Voluntary Long-term and Short-term Disability Insurance

We recognize people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please consider applying. Diversity of experience and skills combined with passion is a key to innovation and excellence. We encourage people from all backgrounds to apply to our positions. Please let us know if you require accommodations during the interview process.

Bark is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.