5-7 years of experience in software engineering or a related field
Strong programming fundamentals with proficiency in TypeScript, React, and NestJS
Experience with API integrations, webhooks, and cloud platforms
Excellent written communication skills for both technical and non-technical audiences
Self-directed with a high sense of ownership and ability to manage tasks asynchronously
Familiarity with observability tools like Sentry and structured logging is a plus
Experience in fintech, payments, or developer-facing products is a plus
Responsibilities
Build internal tools and automations to identify support volume patterns and enhance team efficiency
Own end-to-end engineering support, triaging issues and implementing code fixes as needed
Engage directly with customers to communicate technical issues and resolutions clearly
Collaborate with product and engineering teams to improve platform supportability
Work towards a product roadmap that reduces technical queries received by support
Document workarounds for customer support and enhance AI efficiency
Maintain customer-facing documents for accuracy and usability
Benefits
Flexible work environment
Opportunities for professional development
Collaborative team culture
Access to cutting-edge technology
Health and wellness programs
Full Job Description
What You'll Do
Build internal tooling, automations, and workflows that allow to identify patterns in support volume, reduce manual effort and make the team faster.
Own engineering support end-to-end. You'll triage incoming issues, diagnose root causes, and resolve them, including writing and shipping code fixes directly when the problem warrants it.
Engage directly with customers in the context of support and communicate clearly on technical issues, timelines, and resolutions.
Partner with product and engineering to define work that makes the platform easier to support: better error messages, smarter observability, improved defaults. Quantify the impact and make the case for prioritization.
Work together with product, engineering towards a product roadmap aiming reducing the number of technical queries received by support.
Collaborate with customer support, onboarding and payment ops teams to ensure workarounds are documented and used by AI to faster customer support.
Own our customer facing documents, ensuring accuracy and usefulness so customers can unblock their own agency
What We're Looking For
Leveraged mindset. You are able to find the best solution for a given problem that balances expediency and future-proofing.
Strong programming fundamentals and comfort working across the stack. You can read production code, trace a bug through logs, and ship a fix without a lot of handholding.
Proficient in TypeScript, React and NestJS.
Experience with API integrations, webhooks, and cloud platforms.
Excellent written communication. You can explain a technical issue precisely to a developer and clearly to a non-technical stakeholder, without losing accuracy in either direction.
Self-directed and high ownership. You can manage an open queue, triage by impact, and keep things moving asynchronously across time zones.
Familiarity with observability tooling (Sentry, structured logging, distributed tracing) is a plus.
Experience in fintech, payments, or developer-facing products is a plus.
