Senior Software Engineer – Customer Success

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

📋 Description

• Develop internal tools, automation, and workflows to analyze support volume trends, minimize manual tasks, and enhance team efficiency.

• Take full responsibility for engineering support from start to finish, including issue triage, root cause analysis, and problem resolution.

• Directly write and implement code fixes when necessary.

• Interact with customers regarding support issues, effectively communicating technical challenges, timelines, and solutions.

• Collaborate with product and engineering teams to identify enhancements such as improved error messages, advanced observability, and better default settings.

• Measure the impact of enhancements in platform support and advocate for their prioritization.

• Work alongside product and engineering to create a roadmap aimed at decreasing the number of technical inquiries received by support.

• Partner with customer support, onboarding, and payment operations teams to document solutions and facilitate AI-assisted customer support.

• Manage customer-facing documentation, ensuring it is accurate and beneficial.

⛳️ Requirements

• Solid programming fundamentals and comfort with full-stack development.

• Capability to read production code, trace bugs through logs, and independently implement code fixes.

• Expertise in TypeScript, React, and NestJS.

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

• Exceptional written communication skills, capable of explaining technical matters to both technical and non-technical stakeholders.

• Self-motivated with a strong sense of ownership, able to manage an open queue and prioritize tasks by impact asynchronously across different time zones.

• Familiarity with observability tools such as Sentry, structured logging, and distributed tracing is an advantage.

• Background in fintech, payments, or products aimed at developers is a plus.

🏝️ Benefits

• Fully remote, global team.

• Significant ownership and autonomy in a startup environment.

• Opportunity to influence cross-border payments and settlement infrastructure.

• Collaborate with banks, licensed entities, regulators, and institutional partners.

• Potential for growth associated with joining at an early stage.

• Supported by Coinbase, Kraken, The Chernin Group, Jump Trading, Hudson River Trading, and sovereign affiliates.