Support Engineer

Role overview Resolve difficult technical problems affecting customers and help support teams handle more issues independently. This role bridges customer support and engineering: it owns escalations, contributes supportability feedback during product development, and builds tools and automation that improve service quality and efficiency.

Responsibilities - Take complex technical escalations through investigation and resolution. - Respond to developer questions about APIs and the developer environment. - Coordinate with support, customer success, onboarding, and engineering teams to improve customer outcomes and product quality. - Review work during the development cycle and flag supportability concerns before features launch. - Build internal tools, scripts, and automations that expand what support teams can troubleshoot without engineering help. - Own a defined platform area and share expertise through documentation and collaboration.

Requirements - 4+ years in technical support, solutions engineering, or another customer-facing engineering role in a fast-moving software business. - Strong working knowledge of SQL, REST APIs, cURL or Postman, logs, and debugging methods. - Ability to build and maintain internal tools or scripts using Python, JavaScript, or similar languages. - Experience owning a technical area end to end, including escalations, documentation, and cross-team work. - Comfortable with sprint planning and engineering practices; able to turn support issues into actionable engineering input. - Clear communication, sound judgment during high-impact incidents, and interest in mentoring and improving support systems.

Nice to have - Familiarity with point-of-sale systems, payments, or hardware-integrated products. - Experience with Jira, Zendesk, Intercom, or low-code automation tools.

Benefits and work setup - Fully remote, with a home office setup allowance and monthly work-from-home reimbursement. - Eligible full-time employees may receive performance bonuses and equity, medical coverage, an HSA contribution for eligible plans, dental, vision, life and disability insurance, paid parental leave, flexible paid time off, company holidays, and additional wellbeing benefits.