Support Engineer

Coinflow; Chicago (IL); On-site; USD 50,000 - 70,000; Full time

Job summary

A fintech startup is seeking an entry-level Support Engineer to provide AI-driven customer support. You will manage customer inquiries, diagnose API issues, and use AI tools to enhance support workflows. Responsibilities include responding to customer requests on Slack, troubleshooting payment flow problems, and generating insights for product teams. This role offers a unique opportunity to gain hands-on experience in modern payment infrastructures, contributing to reliable fintech operations.

Qualifications

• Experience testing APIs and troubleshooting issues.
• Ability to interpret JSON responses and work with logs.
• Interest in leveraging AI tools for support.

Responsibilities

• Manage inbound support requests across Slack.
• Diagnose and replicate payment flow issues.
• Track SLAs and report recurring customer issues.

Skills

API testing

Troubleshooting

Responding quickly under pressure

Using AI tools

Tools

Postman

cURL

Browser developer tools

Job description

About Coinflow

Coinflow is a fast‑growing fintech startup building modern payment infrastructure with instant settlement and fraud protection. We power high‑volume platforms across gaming, commerce, and digital experiences—where reliability, speed, and operational excellence directly protect revenue.

Join us to help scale a payments platform where customer trust and responsiveness matter every day.

About the Role

We’re hiring a Support Engineer focused on AI‑driven customer operations.

This role combines frontline customer support with hands‑on troubleshooting and applied AI. You’ll work directly with merchants to resolve issues, test APIs, and diagnose payment flow problems—while also using AI tools to build scalable support workflows, documentation, and knowledge systems.

The mission: support customers and protect revenue.

What You’ll Do

• Manage inbound support across Slack with fast, professional responses.
• Diagnose issues using API testing, logs, dashboards, and browser dev tools.
• Replicate problems independently before escalating to engineering.
• Triage technical vs non‑technical requests and route with clear context.
• Use AI daily to draft responses, improve documentation, train knowledge models, and automate workflows.
• Track SLAs and surface recurring customer issues to product and engineering teams.
• Act as a product guide to help customers use Coinflow effectively.

What We’re Looking For

• Experience testing APIs with Postman or cURL and reading documentation to troubleshoot issues.
• Able to interpret JSON responses, review logs, and use browser dev tools.
• Comfortable writing basic database queries (e.g., SELECT statements).
• Calm under pressure with strong response urgency.
• Ownership mindset — tries to solve before escalating.
• Structured troubleshooting approach rather than trial‑and‑error.
• Interest in using AI tools to improve support workflows.
• Bonus: fintech, payments, crypto, or transactional systems experience.

Why This Role Is Different

This isn’t call‑center support or a pure engineering role. You’ll:

• Work directly with enterprise customers on important issues.
• Use AI to scale your effectiveness rather than repeating manual work.
• Build the systems that power Coinflow’s customer operations.
• Gain hands‑on exposure to modern payments infrastructure and fintech operations.

Seniority Level

• Entry level

Employment Type

• Full‑time

Job Function

• Information Technology