Partner Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of intricate technical inbound partner inquiries related to production challenges.

• Conduct root-cause analysis and provide responses within established service-level agreements.

• Assess issues to differentiate between partner configuration mistakes, documentation deficiencies, and platform bugs that necessitate engineering tickets.

• Assist non-technical internal teams with operational and integration-related challenges.

• Analyze and troubleshoot API traffic, webhooks, and integration functionalities.

• Deliver clear written technical explanations to partner engineering teams.

• Recognize recurring integration trends and failure modes, sharing insights with Engineering and Documentation teams.

• Handle the increasing volume of partner support requests as the partner network expands.

• Enhance and maintain internal tools, runbooks, and documentation.

• Work alongside Partnerships to provide post-launch support for newly onboarded partners.

• Report genuine platform defects to Engineering, including reproduction steps and business context.

• Coordinate with Customer Support on resolution workflows for end-user issues stemming from partner integrations.

• Contribute to self-service resources and documentation aimed at partners.

• Report directly to the Head of Solutions Engineering.

⛳️ Requirements

• 3–5 years of experience in solutions engineering, technical support engineering, or partner/customer support engineering roles.

• Proven track record of managing inbound technical requests within a service-level agreement in a B2B or platform setting.

• Proficient in reading and debugging API traffic, webhooks, and integration functionalities.

• Experience in constructing and replaying requests using curl or Postman.

• Ability to interpret raw HTTP requests and responses, including headers, status codes, and JSON payloads.

• Hands-on experience with RESTful APIs, JSON payloads, HTTP status codes, and standard integration patterns.

• Experience in troubleshooting webhook delivery and retries, signature verification, and handling missed, late, or duplicate events.

• Working knowledge of API authentication methods, including API keys and HMAC request signing.

• Familiarity with idempotency keys and retry behavior.

• Competence in writing SQL queries, including joins, filters, and aggregates, in PostgreSQL.

• Scripting skills in Python or similar languages for issue reproduction, automation of checks, and internal tool development.

• Experience in searching logs and traces in Datadog, Splunk, or comparable tools by trace ID.

• Ability to read backend source code, preferably in Go.

• Proficiency with Git/GitHub for code review, history tracking, and pull requests.

• Strong technical writing capabilities for partner engineering teams under tight deadlines.

• Good judgment in differentiating partner configuration errors, documentation gaps, and platform defects.

• Capacity to work independently, prioritize multiple concurrent issues, and adhere to SLA timelines.

• Excellent communication skills for effective collaboration with both technical and non-technical stakeholders.

• Previous experience at a B2B API platform or financial infrastructure company is a plus.

• Experience in creating partner-facing documentation, integration guides, or runbooks is advantageous.

• Familiarity with Temporal, gRPC/Protocol Buffers, or Retool is a plus.

• Understanding of money movement and brokerage concepts, including ACH, wire/Fedwire, ACATS, custody, KYC/KYB, and transaction monitoring is beneficial.

• Experience with Plaid or other bank-linking integrations, or Svix or similar webhook infrastructure, is a plus.

• Familiarity with PagerDuty, Jira/Jira Service Management, or Confluence is advantageous.

🏝️ Benefits

• Remote-first company.

• Flexible remote work arrangement.

• Opportunity to make a meaningful impact at a rapidly growing, mission-driven financial infrastructure organization.