Support Engineer

About the Role

Join our team as a Support Engineer to own the end-to-end technical and functional customer support experience for our API-driven platform. This critical role sits at the intersection of technical support, engineering, and customer success, offering a unique opportunity to become a product expert and ensure service quality across time zones.

Responsibilities

• Own, prioritize, and troubleshoot complex technical issues, providing excellent solutions to customers.
• Become a key knowledge source on our risk and payment platform, including APIs, SDKs, underlying web-stack technologies, and best practices.
• Implement and deploy changes as part of the engineering team to resolve customer issues.
• Innovate and develop valuable tools and documentation to enhance team and client success and self-sufficiency.

Requirements

• 5+ years of experience in a technical support, support engineering, solutions engineering, or software engineering role.
• Strong understanding of web technologies, APIs, and cloud infrastructure.
• Proficiency with SQL, including joins and queries across multiple tables.
• Understanding of REST API concepts and experience using tools like Postman.
• Ability to work independently and communicate clearly in high-pressure situations.
• Experience supporting B2B SaaS products, ideally within fintech or compliance-related environments.
• Comfort navigating ambiguity and edge cases in a high-volume ticketing environment.

Nice-to-Haves

• Prior experience coordinating with third-party vendors and support providers.