Support Engineer

Role overview

Investigate complex customer issues involving payment integrations, APIs, and software development kits, then give engineering the evidence and context needed to address them. This hands-on role is part of an international support team and combines direct casework with incident communication, customer advocacy, process improvements, and coaching. About 60% of the work is expected to focus on complex tickets, often from major accounts.

Responsibilities

- Trace difficult technical issues through source code, logs, APIs, and SDK behavior, and reproduce them in test environments. - Prepare clear engineering escalations that describe the issue, its location, and possible ways to resolve it. - Troubleshoot a checkout SDK and share technical knowledge with support teammates in coordination with engineering. - Help manage incidents, keep customers updated, and represent their needs across teams. - Review recurring cases, lead retrospectives, and propose changes that prevent repeat problems and reduce drawn-out investigations. - Improve documentation, coach colleagues through technical investigations, and own cross-functional projects from problem definition through rollout.

Requirements

- A foundation in software development, gained through professional experience or coding education. - Ability to investigate software behavior using source code, logs, APIs, and SDKs, and to communicate findings clearly to engineering and customers. - A collaborative approach to coaching teammates and working across support, engineering, and customer-facing groups. - Legal authorization to work in the job location country without current or future employment sponsorship.

Benefits and work setup

The role is on an international support team with round-the-clock Tier 1 coverage and deeper Tier 2 investigations. Remote employment is not available to residents of New York. A potential Tier 3 support function is under consideration; its creation and any future leadership role are not guaranteed.