Developer Success Engineer

Role overview

Serve as the technical point of contact for developers using an API-based product, investigating issues and helping users make progress. The role combines independent debugging with clear communication and feedback to the product and engineering teams. Success includes resolving individual problems and spotting recurring friction that could be addressed through product or documentation improvements.

Responsibilities - Investigate developer questions involving API requests, webhooks, integrations, and product behavior. - Reproduce reported issues and determine whether they stem from expected behavior, implementation mistakes, unclear documentation, or product defects. - Resolve most technical support cases independently, escalating with precise evidence when another team’s involvement is needed. - Provide engineering with actionable reproductions, or make small code changes yourself when appropriate. - Track recurring questions and confusing or inconsistent behavior across the API, documentation, and developer experience. - Communicate findings clearly in writing and join calls when live troubleshooting is more effective.

Requirements - Typically 2–6 years of experience in technical support, developer experience, solutions engineering, or software engineering; experience with API-first products is useful. - Comfortable reading API documentation, inspecting requests and responses, using logs, and reproducing technical issues. - Able to distinguish product bugs from expected behavior and incorrect usage without reflexively handing cases to engineering. - Able to write code to investigate issues and deliver small fixes. - Strong written communication, sound interpersonal judgment, and a resourceful approach to unfamiliar problems. - Interest in identifying and fixing the underlying causes of repeated questions or customer confusion.

Benefits and work setup - Based in San Francisco, with remote work also described as an option.