Support Engineer

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

📋 Description

• Take ownership of support tickets from initial response to confirmed resolution.

• Independently debug by tracing system states, API logs, authorizer decisions, webhook deliveries, and production data flows.

• Identify and diagnose issues related to card issuance, authorization decision-making, transactions and settlements, webhooks, account holder KYC, disputes, and configurable platform behaviors.

• Utilize internal tools, Snowflake/dbt marts, Grafana/Loki, and AI-assisted workflows to investigate and resolve issues effectively.

• Maintain strict adherence to triage, prioritization, SLA compliance, and customer communication.

• Identify recurring failure patterns and advocate for permanent solutions within product and engineering teams.

• Contribute to The Vault Notion KCS knowledge base.

• Create and enhance internal tools using Metabase, Retool, Grafana, and Snowflake.

• Collaborate with Engineering, Product, Solutions, and Product Delivery teams to resolve issues and ensure clear communication with customers.

⛳️ Requirements

• A minimum of 3 years in a technical, execution-focused role such as Support Engineer, Solutions Engineer, Implementation Engineer, or Technical Account Manager (TAM).

• Preferably possess experience in the fintech sector, payments, or developer-platform B2B SaaS.

• Strong debugging instincts and comfort with operations in production environments.

• Experience in utilizing and debugging REST API calls, webhooks, and configuration-driven systems.

• Familiarity with OpenAPI specifications, JSON payloads, and HTTP calls.

• Proficiency in independently writing SQL queries against a data warehouse; experience with Snowflake and dbt is a plus.

• Ability to analyze complex system behaviors from foundational principles.

• Excellent written communication skills, both internally and customer-facing.

• Strong sense of ownership and capability to work independently in a remote setting.

• Comfortable utilizing AI tools, LLMs, and coding assistants such as Claude Code or Cursor.

• Familiarity with ticketing systems such as Zendesk, Jira, or similar platforms.

🏝️ Benefits

• Unlimited Paid Time Off (PTO).

• 12 weeks of fully paid parental leave.

• A 4-week fully paid sabbatical, earned at your 5-year anniversary.

• Work From Anywhere: the option to work from any location in the world for 4 weeks each year.

• 3% cashback on card purchases with your complimentary Privacy.com employee account.

• Health, vision, and dental insurance; HSA Contribution Match included.

• 401(k) matching program.

• Voluntary Life Insurance and Short-Term/Long-Term Disability coverage.

• Commuter benefits available for in-office employees.

• Catered lunch provided every Tuesday and Thursday for in-office employees.