Senior Software Engineer (Customer Success)

Sphere Laboratories, Inc.; Oregon; Hybrid; USD 120,000 - 150,000; Full time

Job summary

Sphere Labs is building modern, compliant cross-border payment infrastructure. You will create tooling and automation to streamline support, own engineering issues from triage to fix, and communicate clearly with customers across time zones.

You will collaborate with product and engineering to improve observability and platform defaults, and help reduce recurring queries while documenting solutions for onboarding and payment operations.

Qualifications

• Proven ability to analyze complex problems and identify pragmatic solutions.
• Excellent written and verbal communication across time zones.
• Strong debugging and triage skills for production systems.

Responsibilities

• Build internal tooling, automations, and workflows to identify patterns in support volume and reduce manual effort.
• Own engineering support end-to-end: triage issues, diagnose root causes, and ship fixes when needed.
• Engage with customers in support contexts and communicate timelines and resolutions clearly.
• Collaborate with product and engineering to define improvements for observability, errors, and defaults.
• Work with product to shape a roadmap reducing technical queries to support.
• Document workarounds with onboarding and payment ops teams for faster AI-assisted support.
• Own customer-facing documents to ensure accuracy and unblock customers.

Skills

Analytical thinking

Strong communication

Self-directed

Ownership

Troubleshooting

Cross-time zone collaboration

Tools

TypeScript

React

NestJS

API integrations

Webhooks

Cloud platforms

Observability tooling (Sentry)

Job description

Sphere Labs

The infrastructure moving the world's money today was built for another era: slow rails, walls between markets, and compliance layered in over time creating friction. Sphere Labs is building what comes next: modern, compliance-native infrastructure for cross-border payments and settlement, designed from the ground up to work for the businesses and regulated institutions it actually runs through. We work in active partnership with banks, licensed entities, and the regulators and jurisdictions shaping how global money moves, because the infrastructure that earns institutional trust has to be built alongside it.Backed by Coinbase, Kraken, The Chernin Group, Jump Trading, Hudson River Trading, and some of the world's largest sovereign affiliates, we're a fully remote, global team building at the moment stablecoins are crossing into mainstream finance and regulated institutions are ready for modern rails. We hire self-starters: strong communicators and systematic thinkers who can look at a blank page and build something real. If you want a meaningful role in how global money movement evolves, and the upside that comes with getting in early, we'd like to meet you.

What You’ll Do

• Build internal tooling, automations, and workflows that allow to identify patterns in support volume, reduce manual effort and make the team faster.
• Own engineering support end-to-end. You'll triage incoming issues, diagnose root causes, and resolve them, including writing and shipping code fixes directly when the problem warrants it.
• Engage directly with customers in the context of support and communicate clearly on technical issues, timelines, and resolutions.
• Partner with product and engineering to define work that makes the platform easier to support: better error messages, smarter observability, improved defaults. Quantify the impact and make the case for prioritization.
• Work together with product, engineering towards a product roadmap aiming reducing the number of technical queries received by support.
• Collaborate with customer support, onboarding and payment ops teams to ensure workarounds are documented and used by AI to faster customer support.
• Own our customer facing documents, ensuring accuracy and usefulness so customers can unblock themselves.

What We’re Looking For

• Leveraged mindset. You are able to find the best solution for a given problem that balances expediency and future-proofing.
• Strong programming fundamentals and comfort working across the stack. You can read production code, trace a bug through logs, and ship a fix without a lot of handholding.
• Proficient in TypeScript, React and NestJS.
• Experience with API integrations, webhooks, and cloud platforms.
• Excellent written communication. You can explain a technical issue precisely to a developer and clearly to a non-technical stakeholder, without losing accuracy in either direction.
• Self-directed and high ownership. You can manage an open queue, triage by impact, and keep things moving asynchronously across time zones.
• Familiarity with observability tooling (Sentry, structured logging, distributed tracing) is a plus.
• Experience in fintech, payments, or developer-facing products is a plus.

Why Sphere?

We sit at the intersection of crypto infrastructure and regulated finance — at the moment those worlds are finally converging. That means:

The window is now: For the first time in decades, the backbone of cross-border payments is being rebuilt. Legacy systems are fading, stablecoins are entering institutional finance, and the next settlement layer is being shaped right now.

High ownership, no playbook: This is early-stage work. You'll be making decisions, building processes from scratch, and setting the direction instead of just following one. We're looking for people who don't wait for instructions, but jump in and figure things out.

Adaptability is the job: Strategy pivots here aren't failures, they're how we stay ahead of a fast-moving market and that's our strength.

Real traction, real stakes: SpherePay is live and trusted by 200+ businesses. SphereNet is in active development with banks and regulators across 18 jurisdictions and counting. There's real demand, real momentum, and a huge opportunity to shape what comes next.