Technical Customer Support Representative (Contract to Hire)

About Haus

Haus is a first-of-its-kind marketing decision science platform built for the new digital privacy era, where data sharing and PII are restricted. Using frontier causal inference-based econometric models to run experiments, we help brands measure the business impact of marketing, pricing, and promotions with scientific precision. Over $360B is spent annually on paid advertising in the US alone, and the famous quote “half the money I spend on advertising is wasted; the trouble is I don't know which half” still rings true. Haus helps marketers identify which half, and reallocate it to maximize growth.

With a founding team of former product managers, economists, and engineers from Google, Netflix, Meta, and Amazon, we make high-quality decision science tooling and incrementality testing accessible to businesses of all sizes—automating the heavy lifting of experiment design, data processing, and insights generation. Haus works with leading brands like FanDuel, Sonos, and Dr. Squatch, delivering ROI gains as high as 30x.

Haus is well-capitalized and backed by top-tier VCs, including Insight Partners, Baseline Ventures, Haystack, and others. We're honored that Haus has once again been recognized and has made the list for 2025's exceptional startups!

What you’ll do

As a Technical Support Representative II at Haus, you will be a dependable, experienced contributor who handles complex customer cases end to end. You will use logs, metrics, and SQL to narrow root causes, and work directly with Product, Data, Science, and Engineering to move fixes forward. You will write clear, reusable documentation, strengthen team resources, and exercise judgment in managing priorities and escalations. You will occasionally assist during major system incidents, help keep communications crisp, and translate support insights into opportunities that improve the product and customer outcomes. You will model Haus values through direct communication, steady progress, and thoughtful experimentation.

This role is offered as a contract position with the potential to convert to full-time employment based on business needs and individual performance. Conversion to full-time employment is not guaranteed, and any transition will be subject to mutual agreement, satisfactory work performance, and business requirements.

Roles & Responsibilities:

• Work with customers across the Haus customer base as a primary technical resource on complex issues reported with our product portfolio

• Independently reproduce and file detailed bug reports, collaborating with Data, Science, and Engineering teams for resolution and providing context on customer impact

• Build, document, and share knowledge of products, tools, and processes to aid in troubleshooting and team development

• Build and maintain deep subject matter expertise within the evolving Haus product suite

• Maintain an orderly queue in our help desk, including ownership of prioritization for urgent issues and those approaching Support SLAs

• Strengthen expertise in the craft of Customer Support within a B2B SaaS company, shaping team workflows and sharing best practices

• Develop advanced knowledge of incrementality concepts and MarTech workflows, and help connect these concepts to customer use cases and troubleshooting

• Partner with Measurement Strategy Managers to ensure Support insights directly inform customer success outcomes, adopting a consultative approach to problem-solving

• Contribute to identifying best-in-class use cases for the Haus product and refining them based on customer patterns and feedback

• Participate in cross-functional projects that advance team, department, and company goals, often serving as the Support representative in collaborative efforts

Additional Qualifications:

• 2+ years of experience in a technical support or customer-facing SaaS role.

• Experience partnering with Product, Data, Science, and Engineering teams to resolve customer-impacting issues.

• Hands-on experience using browser developer tools and Application Performance Monitoring tools (e.g., Chrome DevTools, Datadog, New Relic) to diagnose issues.

• Experience writing and executing basic SQL queries.

• Excellent communication skills, both written and verbal.

• Strong problem-solving ability with persistence in driving complex cases to resolution.

• Detail-oriented with the ability to manage priorities, organize tasks, and escalate appropriately.

• Adaptability to shifting priorities, evolving processes, and complex technical challenges.

• Curiosity and technical aptitude, with a willingness to deepen expertise in the Haus application and internal troubleshooting tools.

• Collaborative mindset with the ability to work effectively across teams and contribute to team projects.

• Commitment to embodying Haus values of aiming high, communicating directly, and making steady progress.

• For this role we’re looking for someone open to working either Central or East Coast hours to align with Support Leadership.

Haus is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.