Senior Software Engineer – Customer Success

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

📋 Description

• Develop internal tools, automations, and workflows that help identify trends in support volume, minimize manual tasks, and enhance team efficiency.

• Take full responsibility for engineering support from start to finish. You'll assess incoming issues, identify root causes, and address them, including writing and deploying code fixes when necessary.

• Interact directly with customers in a support context and communicate effectively regarding technical issues, timelines, and resolutions.

• Collaborate with product and engineering teams to outline initiatives that enhance platform support: improved error messages, enhanced observability, and better defaults. Measure the impact and advocate for prioritization.

• Work alongside product and engineering teams to establish a product roadmap aimed at reducing the volume of technical inquiries received by support.

• Partner with customer support, onboarding, and payment operations teams to guarantee that workarounds are documented and utilized by AI to expedite customer support.

• Manage our customer-facing documentation, ensuring it is accurate and useful, enabling customers to resolve issues independently.

⛳️ Requirements

• Solution-oriented mindset. You are skilled at finding optimal solutions for problems that balance immediate needs with long-term viability.

• Strong programming foundations and confidence in working across the tech stack. You can read production code, trace bugs through logs, and implement fixes with minimal guidance.

• Proficient in TypeScript, React, and NestJS.

• Experience with API integrations, webhooks, and cloud services.

• Exceptional written communication skills. You can articulate a technical issue clearly to a developer and effectively to a non-technical stakeholder, maintaining accuracy in both scenarios.

• Self-motivated with a strong sense of ownership. You can manage an open queue, prioritize by impact, and facilitate progress asynchronously across different time zones.

• Familiarity with observability tools (Sentry, structured logging, distributed tracing) is advantageous.

• Experience in fintech, payments, or developer-facing products is a bonus.

🏝️ Benefits

• Opportunity to work with a dynamic team and contribute to impactful projects.

• Flexible working environment that fosters creativity and innovation.

• Competitive salary and benefits package.