Support Engineer

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

📋 Description

• Manage and address daily inquiries from merchants and customers through Slack and Pylon.

• Ensure adherence to SLA targets while upholding high levels of customer satisfaction.

• Provide clear, considerate, and technically accurate responses in both internal and external communications.

• Collaborate with Engineering, Product, and Operations teams to resolve support issues and escalate bugs or system challenges.

• Contribute to the development of internal tools utilizing Retool, Metabase, and SQL.

• Participate in internal projects that involve bulk editing workflows, data validation tools, and process documentation.

• Ensure that internal teams are equipped with the necessary tools and visibility to enhance the customer experience.

• Work alongside Engineering to test new product features, edge cases, and backend fixes prior to launch.

• Create and maintain documentation for support processes, product edge cases, and tool usage tips.

• Enhance ticket tagging, categorization, and data organization for improved reporting and insights.

⛳️ Requirements

• Basic understanding of APIs, JSON, Postman, and Retool.

• A curious and resourceful mindset with the ability to quickly learn technical tools.

• Excellent written communication skills combined with a customer-centric approach.

• Proactive attitude and capacity to succeed in dynamic, fast-paced environments.

• Willingness to take on multiple roles and build processes from the ground up.

• Legally authorized to work in the United States.

• Must indicate whether US employment visa sponsorship is needed.

🏝️ Benefits

• Equity compensation paired with a competitive salary.

• Comprehensive medical, dental, and vision insurance plans.

• Unlimited PTO and sick leave.

• Paid parental leave.

• Flexible, remote-first work environment.

• Quarterly in-person team meetups.

• Direct collaboration with founders and leadership on significant initiatives.