Technical Support Engineer

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

📋 Description

• Manage Tier 2/Tier 3 escalations for issues related to payment processing failures, API integrations, and SaaS platform bugs — overseeing the process from triage to resolution.

• Diagnose intricate technical problems across payment systems, third-party integrations, and internal platforms such as PostgreSQL, Firebase, and JetAdmin.

• Collaborate with Product and Engineering teams to identify, document, and address systemic issues.

• Act as a technical expert and escalation point for frontline support personnel, without direct management duties.

• Ensure comprehensive documentation of issue trends, root causes, and solutions to facilitate quicker troubleshooting in the future.

• Design, develop, and sustain AI agents and automated workflows that enhance the efficiency of the support team and reduce manual ticket volume.

• Recognize high-friction support processes and create prototype tooling solutions — from AI-assisted triage to automated resolution workflows.

• Work together with internal stakeholders to establish requirements, test solutions, and iterate based on actual support results.

• Remain informed about AI tools and automation strategies pertinent to support engineering.

⛳️ Requirements

• Over 4 years of experience in technical support, support engineering, or a similar technical role related to SaaS products.

• More than 2 years of practical experience with payment processing systems (including payment rails, processors, reconciliation processes, or similar areas).

• Proven track record of developing AI agents, automation workflows, or internal tools (whether LLM-based or otherwise).

• Strong technical troubleshooting abilities — confident in analyzing API logs, database queries, and integration failures without a set playbook.

• Familiarity with tools such as PostgreSQL, Firebase, and JetAdmin.

• Exceptional written communication skills; capable of clearly documenting complex issues for both technical and non-technical audiences.

• Able to work independently with minimal supervision in a fast-paced, rapidly growing environment.

• Experience in fintech, payments, or startup settings is preferred.

• Must be located on the East Coast or available to work from 9am to 5pm EST.

🏝️ Benefits

• Unlimited PTO

• Covered healthcare

• 401k match

• Cell plan reimbursement

• Monthly recognition opportunities

• Access to learning platforms and resources for professional development

• Generous parental leave