Payments Support Engineer (SDKs & Escalations)

Spreedly; United States; Hybride; USD 110 000 - 140 000; Plein temps

Avantages offerts par ce poste

Equity and competitive salary

Medical and dental benefits – 100% of?

Company-paid Life and Disability

Vision and supplemental insurance; FSA

Open PTO; 12 weeks parental leave

401(k) with match

Professional development stipend

Home working stipend and equipment

Coaching service access

HQ visits for remote employees

Résumé du poste

Spreedly is hiring a Support Engineer to tackle complex customer issues and bridge the gap to engineering. You will investigate where issues occur, explain impact, and provide engineering the evidence and context to resolve them.

You’ll join an international support team serving customers, partners, and internal colleagues, with Tier 1 providing around-the-clock support and Tier 2 handling deeper technical investigations.

Qualifications

• Foundation in software development with ability to investigate code and explain technical findings.
• Experience troubleshooting SDKs and working with APIs, including web integrations.
• Customer-facing technical experience and ability to communicate clearly during complex investigations.
• Ability to coach others and lead work without formal authority.
• Independent problem-solving and project ownership in ambiguous situations.
• Payments experience is preferred but learning capable candidates are welcome.

Responsabilités

• Own complex technical investigations, especially for top-tier accounts; read and navigate source code, analyze logs, inspect API/SDK behavior to pinpoint issues.
• Reproduce customer issues in test environments to confirm findings before escalating to engineering.
• Create clear, actionable engineering escalations detailing problems, locations, and potential approaches while preserving final decision-making with engineering.
• Share SDK troubleshooting expertise across the team and contribute to cross-functional collaboration with engineering.
• Help manage incidents and keep customers informed, translating technical findings into clear explanations.
• Identify recurring patterns, lead retrospectives, and drive improvements to prevent repeats.
• Improve documentation and coach teammates on unfamiliar technical problems.
• Take ownership of cross-functional projects from problem definition to rollout.

Connaissances

Code debugging

API troubleshooting

Customer communication

Coaching teammates

Independent problem-solving

Payments domain knowledge

Formation

Software development background

Outils

Zendesk

Jira

SDKs knowledge

Description du poste

Spreedly is hiring a Support Engineer to tackle complex customer issues and bridge the gap to engineering. You will investigate where issues occur, explain impact, and provide engineering the evidence and context to resolve them.

You’ll join an international support team serving customers, partners, and internal colleagues, with Tier 1 providing around-the-clock support and Tier 2 handling deeper technical investigations.