Support Engineer
Skills
About the Role
You will own the technical and functional customer support experience end-to-end. You will become a product expert on the API-driven platform and use that knowledge to troubleshoot and resolve customer issues via email, chat, and phone. You will analyze and diagnose complex problems, escalate with detailed information when necessary, and document solutions for internal and external knowledge bases. You will collaborate with third-party providers and internal engineering teams to implement fixes and prevent recurring incidents. You will create tools and documentation to improve support efficiency and help customers be more self-sufficient.
Requirements
- 5+ years in technical support support engineering solutions engineering or software engineering
- Strong understanding of web technologies APIs and cloud infrastructure
- Proficiency with SQL including joins and queries across multiple tables
- Understanding of REST API and experience using tools like Postman
- Ability to work independently and communicate clearly in high-pressure situations
- Experience supporting B2B SaaS products and/or working in fintech or compliance environments
- Comfort navigating ambiguity and edge cases in a high-volume ticketing environment
- Experience coordinating with third-party vendors and support providers (preferred)
Responsibilities
- Own technical and functional customer support end-to-end
- Serve as first point of contact for customers via email chat and phone
- Prioritize and troubleshoot complex technical issues
- Diagnose and resolve API and integration problems
- Collaborate with engineering and third-party providers to escalate and resolve issues
- Document troubleshooting steps and solutions for knowledge bases
- Advocate for customer needs and prioritize product bugs and improvements
- Develop tools and documentation to streamline support
- Maintain in-depth knowledge of platform features and best practices
- Provide high-quality support across time zones
Benefits
- Equity with early exercise for all options including pre-vested
- Remote-first work policy (work from anywhere)
- Flexible paid time off and year-end break
- Health dental and vision coverage for employees and dependents (US and Canada specific)
- 4% matching in 401k / RRSP (US and Canada specific)
- MacBook Pro provided
- One-time home office setup stipend
- Monthly meal stipend
- Monthly social meet-up stipend
- Annual health and wellness stipend
- Annual learning stipend