Partner Support Engineer

OpenKrill; United States; Remote; USD 90.000 - 150.000; Vollzeit

Zusammenfassung

AtomicVest is seeking a Partner Support Engineer to join our Solutions Engineering team and own strategic, white-glove issue resolution for our growing partner base. You'll triage production issues, debug integrations, and deliver responses within SLA.

This remote-first role focuses on API and integration support, cross-functional collaboration with Engineering and Partnerships, and building self-service docs to scale support as we onboard dozens more partners.

Qualifikationen

• 3–5 years in a solutions engineering or technical support role.
• Experience owning inbound technical requests against SLA in B2B or platform context.
• Proficient at reading and debugging API traffic, webhooks, and integration behavior.
• Familiarity with API authentication, keys, and HMAC signing.
• Ability to read backend code (Go preferred) to verify platform behavior.

Aufgaben

• Own complex inbound partner requests and provide timely, accurate resolutions.
• Read and debug API traffic and integrations without escalations as a default.
• Collaborate with Partnerships and Customer Support to resolve operational issues.
• Document runbooks and self-service resources for partner-facing support.

Kenntnisse

SLA ownership

API debugging

RESTful APIs

Python scripting

SQL (PostgreSQL)

Go reading code

Technical writing

Git/GitHub

Communication

Tools

curl

Postman

Datadog

Splunk

GitHub

Jobbeschreibung

PARTNER SUPPORT ENGINEER

US | Remote | Full-Time

About AtomicVest

We are a fast-growing, mission-driven company powering the expansion of financial services and wealth creation globally. We build critical financial infrastructure that allows consumer-facing companies to offer engaging investing experiences to their customers in a frictionless way. We host advanced investing capabilities ranging from ESG investing to multi-currency trading across 60 global markets. We are a team of financial empowerment enthusiasts that have come together from various industries including tech, banking, finance, and law.

The company has raised $55M in funding and is positioned to rapidly scale. Come join an exciting opportunity to make a lasting impact!

About the role

We're looking for a Partner Support Engineer to join our Solutions Engineering function and own strategic, white-glove issue resolution for Atomic's growing partner base. You'll report to the Head of Solutions Engineering and serve as the front line for complex technical inbound requests from partners, triaging production issues, debugging integrations, and delivering responses within service-level agreements.

Atomic's partner volume is scaling rapidly. Accounts on the platform are growing quickly, multiple new partners are launching in the coming weeks, and our partner pipeline continues to expand. This role exists to ensure every partner receives fast, precise, expert-level support as that footprint grows. .

Atomic is a remote-first company; candidates based in the US are preferred, with New York metro or San Francisco Bay Area a plus.

Key Responsibilities

Incident Triage & Issue Resolution

• Own complex technical inbound partner requests on production issues, performing root-cause analysis and delivering responses within SLA.
• Triage incoming issues to determine whether a problem is a partner configuration error, a documentation gap, or a genuine platform defect requiring an engineering ticket.
• Step in to help non-technical internal teams (Partnerships, Customer Support) resolve operational and integration-related issues that require technical depth.

API & Integration Support

• Read and debug API traffic, webhooks, and integration behavior to diagnose partner issues without escalating by default.
• Provide precise, written technical explanations to partner engineering teams under time pressure.
• Identify recurring integration patterns and common failure modes, feeding insights back to Engineering and Documentation teams.

Partner Operations at Scale

• Manage an increasing volume of partner support requests as Atomic's partner base grows from dozens to hundreds.
• Maintain and improve internal tooling, runbooks, and documentation to enable faster resolution and reduce repeat issues.
• Collaborate with the Partnerships team to ensure a seamless post-launch support experience for newly onboarded partners.

Cross-Functional Collaboration

• Partner with Engineering to elevate genuine platform defects with clear reproduction steps and business context.
• Work with Customer Support to align on resolution workflows for end-user issues that trace back to partner integrations.
• Contribute to the development of self-service resources and partner-facing documentation

Qualifications

• 3–5 years of experience in a solutions engineering, technical support engineering, or partner/customer support engineering role
• Experience owning inbound technical requests against a service-level agreement in a B2B or platform context
• Proven ability to read and debug API traffic, webhooks, and integration behavior without escalating by default. Experience building and replaying requests with curl or Postman, and reading raw HTTP requests and responses (headers, status codes, JSON payloads)
• Hands-on experience with RESTful APIs, JSON payloads, HTTP status codes, and common integration patterns.
• Webhook debugging: delivery and retries, signature verification, and diagnosing missed, late or duplicate events
• Working knowledge of API authentication, including API keys and HMAC request signing, and of idempotency keys and retry behavior
• SQL: write your own queries (joins, filters, aggregates) against PostgreSQL to trace records.
• Scripting in Python (or similar) to reproduce issues, automate checks and build internal tools.
• Log and trace search in Datadog (or Splunk or similar), following a single request across services by trace ID.
• Able to read backend source code, ideally Go, to confirm how the platform actually behaves. You won't ship product features, but you will read the code to find root causes
• Comfortable with Git/GitHub for reading code, history and pull requests
• Clear, precise technical writing for partner engineering teams under time pressure, plus the judgment to tell a partner configuration error from a documentation gap from a real platform defect
• Ability to work independently, prioritize across multiple concurrent issues, and manage SLA timelines
• Strong communication skills for collaborating with both technical and non-technical stakeholders

Nice to Have

• Prior experience at a B2B API platform or financial infrastructure company
• Experience writing partner-facing documentation, integration guides or runbooks
• Temporal (reading workflow history), gRPC/Protocol Buffers, Retool
• Money movement and brokerage: ACH, wire/Fedwire, ACATS, custody, and KYC/KYB and transaction monitoring
• Plaid or other bank-linking integrations; Svix or similar webhook infrastructure
• Incident and ticketing tools: PagerDuty, Jira / Jira Service Management, Confluence