Partner Support Engineer

Role overview A Partner Support Engineer resolves complex technical issues reported by business partners using a financial services platform. The role combines production incident investigation, API and webhook troubleshooting, and clear partner communication, while helping internal teams and improving support processes as request volume grows.

Responsibilities - Own partner production issues, investigate root causes, and respond within service-level agreements. - Determine whether an issue stems from partner setup, unclear documentation, or a platform defect that needs engineering attention. - Inspect API traffic, webhooks, logs, and integration behavior to diagnose problems and explain findings to partner engineers. - Help partnership and customer support teams resolve technically complex operational issues. - Escalate confirmed defects with reproduction steps and business context, and share recurring failure patterns with engineering and documentation teams. - Improve runbooks, internal tools, self-service materials, and post-launch support for partners.

Requirements - Three to five years in solutions engineering, technical support engineering, or partner/customer support engineering. - Experience handling inbound B2B or platform support requests against service-level commitments. - Practical knowledge of REST APIs, HTTP, JSON, and debugging requests with tools such as curl or Postman. - Ability to investigate webhook delivery, retries, signatures, duplicate or missing events, authentication, and idempotency. - Ability to query PostgreSQL, write scripts in Python or a similar language, and search logs or traces using tools such as Datadog or Splunk. - Clear technical writing, sound issue prioritization, and skill in reading code and collaborating with technical and non-technical teams.

Nice to have - Experience with B2B APIs, financial infrastructure, partner documentation, or runbooks. - Familiarity with Go, Temporal, gRPC, Protocol Buffers, Retool, financial transfers or brokerage operations, bank-linking integrations, webhook platforms, and incident or ticketing tools.

Benefits and work setup The position is full-time and remote in the United States. New York metro and San Francisco Bay Area candidates are preferred.