Support Engineer

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

📋 Description

• Take charge of intricate technical investigations, especially for high-profile customer accounts.

• Navigate and interpret source code, analyze logs, and assess API and SDK behavior to identify issues.

• Replicate customer issues in testing environments prior to escalating findings to the engineering team.

• Create detailed, actionable engineering escalations that outline the problem, its location, and potential resolution strategies.

• Utilize Checkout SDK troubleshooting expertise to support and disseminate knowledge within the team and with engineering.

• Assist in managing incidents, keeping customers updated, translating technical findings effectively, and advocating for customer needs.

• Recognize recurring patterns, facilitate retrospectives, and convert findings into enhancements that prevent future issues.

• Enhance documentation, share investigative techniques, and mentor support team members.

• Oversee cross-functional projects from problem definition to completion and rollout.

• Allocate roughly 60% of time to complex customer tickets, with the remaining time spent on retrospectives, customer advocacy, cross-functional projects, and coaching.

⛳️ Requirements

• A solid foundation in software development gained through professional experience, coding education, or other hands-on avenues, with the capability to investigate code and articulate technical findings.

• Experience in troubleshooting SDKs and working with APIs, including comprehension of how integrations function in a web environment.

• Customer-facing technical expertise and the ability to communicate effectively with customers during intricate or extended investigations.

• Capacity to mentor others and lead initiatives without formal authority; prior management experience is not a prerequisite.

• Independent problem-solving skills and project ownership; adept at navigating ambiguity, advancing investigations, and knowing when to involve others.

• Prior experience in payments is highly preferred, although candidates lacking a payments background may be considered if they demonstrate the necessary technical depth and ability to learn.

• Familiarity with Ruby on Rails and SDKs for React, Android, or iOS.

• Experience in developing support processes, technical content, or tools, including the practical application of AI in support roles.

• Proficiency with Zendesk, Jira, or similar ticketing systems.

• Proficiency in the Spanish language.

🏝️ Benefits

• Competitive salary plus equity.

• Excellent medical and dental benefits, including a fully employer-paid option.

• Company-covered life and disability insurance.

• Optional vision and supplemental insurance plans, along with various Flexible Spending Accounts (FSA).

• Flexible Paid Time Off policy and 12 weeks of paid leave for new parents.

• 401(k) matching plan (5% up to $5,000 per year).

• Annual professional development stipend of $1,000.

• Monthly stipend for home working/digital lifestyle, a new MacBook, and a one-time accessory reimbursement.

• Access to a company-funded professional coaching service.

• Opportunities for visits to our headquarters in Durham, North Carolina for remote employees.