About the role:
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We’re looking for an experienced Support Engineer to join our team and own the technical and functional customer support experience end-to-end. This role sits at the intersection of technical support, engineering, and customer success. You’ll become a product expert, working closely with customers, third-party providers, and internal engineering teams to troubleshoot, resolve, and prevent issues across the company’s API-driven platform.
You’ll operate independently with global teammates and will play a critical role in maintaining service quality across time zones. The ideal candidate is technical, self-sufficient, and thrives in a fast-paced environment.
What you’ll be doing:
- Be the first point of contact for customers and quickly and efficiently understand their needs and requests via various channels (email, chat, phone).
- Own, prioritize, and troubleshoot complex technical issues and provide excellent solutions to customers.
- Be a key source of knowledge on the company risk and payment platform, APIs, SDKs, the underlying web-stack technologies, and best practices.
- Be innovative and forward-thinking with time to create valuable tools and documentation that will help our team and clients be more successful and self-sufficient.
- Provide high-quality technical support to customers via various channels.
- Troubleshoot and resolve issues promptly and effectively.
- Collaborate with customers to understand their needs and provide tailored solutions.
- Develop and maintain in-depth knowledge of the company to effectively troubleshoot and resolve customer issues.
- Stay updated on product enhancements, new features, and industry best practices.
- Analyze and diagnose technical issues reported by customers and provide timely resolutions.
- Escalate issues to the development team when necessary, providing detailed information for efficient problem resolution.
- Document troubleshooting steps and solutions for internal and external knowledge bases.
- Advocate for customer needs and collaborate with internal teams to address and prioritize product bugs and improvements.
- Contribute to the development of documentation, tools, and processes to streamline support.
What You’ll Need:
- 5+ years in a technical support, support engineering, solutions engineering, or software engineering role.
- Fluent in English.
- Strong understanding of web technologies, APIs, and cloud infrastructure.
- Proficiency with SQL (joins, queries across multiple tables).
- Understanding of REST API and use of 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-related environments.
- Comfort navigating ambiguity and edge cases in a high-volume ticketing environment.
- Bonus: Prior experience coordinating with third-party vendors and support providers.
Benefits we offer:
- Generous compensation in cash and equity.
- Early exercise for all options, including pre-vested.
- Work from anywhere: Remote-first culture.
- Flexible paid time off and year-end break.
- Health insurance, dental, and vision coverage for employees and dependents (US and Canada specific).
- 4% matching in 401k/RRSP (US and Canada specific).
- MacBook Pro delivered to your door.
- One-time stipend to set up a home office (desk, chair, screen, etc.).
- Monthly meal stipend.
- Monthly social meet-up stipend.
- Annual health and wellness stipend.
- Annual learning stipend.
Join a fast-growing company with world-class professionals from around the world. If you are seeking a meaningful career, you found the right place, and we would love to hear from you.
