Support Engineer

Jobicy; United States; Remote; USD 100,000 - 135,000; Full time

Benefits offered by this job

Competitive salary + Equity

Medical and Dental benefits

Life and Disability insurance

Vision options

Flexible Spending Accounts (FSA)

Open PTO + 12 weeks parental leave

401(k) matching

Professional development stipend

MacBook + home stipend

Job summary

Spreedly is hiring a Support Engineer to tackle our most complex customer issues and bridge the gap between support and engineering. You’ll investigate root causes, explain impact, and provide evidence to guide engineering resolutions.

You’ll join an international team delivering Tier 1–2 support with potential for Tier 3 leadership in the future. The role emphasizes hands-on problem solving, mentoring teammates, and helping shape cross-functional projects, with a focus on complex tickets and

Qualifications

• Foundation in software development with ability to investigate code and explain findings.
• Experience troubleshooting SDKs and APIs, and understanding web integrations.
• Strong customer-facing technical communication during complex investigations.
• Ability to coach teammates and guide work without formal authority.

Responsibilities

• Own complex technical investigations for top-tier accounts and analyze logs and API/SDK behavior.
• Reproduce customer issues in test environments to confirm findings.
• Create clear engineering escalations with context and options for resolution.
• Share SDK troubleshooting expertise across the team in coordination with engineering.
• Manage incidents and translate technical findings for customers and other teams.
• Identify patterns, lead retrospectives, and drive improvements to prevent repeats.
• Improve documentation and coach teammates on unfamiliar problems.
• Take ownership of cross-functional projects from problem definition to rollout.

Skills

SDK Troubleshooting

API Troubleshooting

Customer-facing

Code debugging

Problem solving

Team coaching

Tools

Zendesk

Jira

Git

Job description

About Us:

Spreedly is the Intelligent Payments Platform for businesses that want to own their payments strategy. Founded in 2007 and headquartered in Durham, NC, we give merchants, platforms, and fintechs a single API to connect to 150+ payment gateways and 40+ payment methods across 100+ countries, along with the intelligence to decide where every transaction should go. We're vendor-agnostic by design. Our customers choose their providers, keep their payment data portable, and never have to rebuild their stack to adopt something new.

Payments are getting more complex, not less. Every new market, payment method, fraud tool, and now every AI agent checking out on a shopper's behalf adds another integration and another decision. Spreedly turns that complexity into an advantage. Our PCI Level 1 vault keeps cards and network tokens portable across providers. Smart routing and retries recover revenue lost to avoidable declines. Fraud and 3DS tools plug in with a single API call. And our payments intelligence turns transaction data into decisions merchants can act on. As agentic commerce moves from experiment to real sales channel, we're building the infrastructure that lets merchants accept agent-initiated payments through the providers they already trust.

For the people who work here, that means hard technical problems at real scale, billions of dollars in annual transactions, at a moment when the rules of commerce are being rewritten. If you want ownership and work that shows up directly in your customers' revenue, you'll fit right in.

About the Role

Spreedly is looking for a Support Engineer to take on our most complex customer issues and bridge the gap between support and engineering. You'll go beyond identifying a bug: you'll investigate where it occurs, explain its impact, and give engineering the evidence and technical context needed to resolve it.

You'll join an international support team that serves customers, partners, prospects, and internal colleagues. Our Tier 1 team provides round-the-clock support, while Tier 2 handles deeper technical investigations. This role brings additional engineering depth to that work, particularly in troubleshooting SDKs and complex payments integrations.

This is a hands-on, player-coach role. You'll work directly on difficult cases while helping teammates develop their technical skills. We also want this hire to help lay the foundation for a potential Tier 3 support function. That expansion and any future team leadership role are subject to leadership approval, rather than guaranteed next steps.

We expect roughly 60% of your time to focus on complex customer tickets, most of them from our top-tier accounts. The remaining time will involve retrospectives, customer advocacy, cross-functional projects, and coaching.

Responsibilities

• Own complex technical investigations, particularly for our top-tier customer accounts. Read and navigate source code, analyze logs, and inspect API and SDK behavior to pinpoint issues.
• Reproduce customer issues in test environments so findings are confirmed before they reach engineering.
• Build clear, actionable engineering escalations that explain the problem, where it occurs, and potential approaches to resolving it, with engineering retaining final decisions on changes.
• Bring SDK troubleshooting expertise to support for our Checkout SDK and share that knowledge across the team in collaboration with engineering.
• Help manage incidents and keep customers informed, translating technical findings into clear explanations and advocating for their needs across departments.
• Identify recurring patterns across cases, lead retrospectives, and turn findings into improvements that prevent repeat issues and reduce prolonged back-and-forth with engineering.
• Improve documentation, share investigation techniques, and coach support teammates through unfamiliar technical problems.
• Take ownership of cross-functional projects, from defining the problem through completing and rolling out the work.

Candidate Requirements

• A foundation in software development through professional experience, coding education, or another hands-on path, with the ability to investigate code and explain technical findings.
• Experience troubleshooting SDKs and working with APIs, including understanding how integrations behave in a web environment.
• Customer-facing technical experience and the ability to communicate clearly with customers during complex or prolonged investigations.
• The ability to coach others and lead work without formal authority. You don't need a previous management title, but you should be able to guide teammates and collaborate effectively with engineering.
• Independent problem-solving and project ownership: you can work through ambiguity, move an investigation forward, and know when to bring others in.
• Payments experience is strongly preferred because it will help you ramp quickly into complex customer cases. We're also open to candidates who can demonstrate the technical depth and learning ability to succeed without a payments background.

Additional Skills We Value

• Familiarity with Ruby on Rails and SDKs across React, Android, or iOS.
• Creating support processes, technical content, or tooling, including practical applications of AI in support.
• Experience with Zendesk, Jira, or similar ticketing systems.
• Spanish-language proficiency

We Offer Our US-Base Employees:

• Competitive salary + Equity
• Outstanding Medical and Dental benefits, including 100% employer-paid option
• Company-paid Life and Disability insurance
• Optional vision and supplemental insurance options, and various Flexible Spending Accounts (FSA)
• Open Paid Time Off policy + 12 weeks of paid leave for new parents
• Matching 401(k) plan (5% up to $5,000 yearly)
• $1,000 annual professional development stipend
• Monthly home working/digital lifestyle stipend, new MacBook, and one-time accessory reimbursement
• Access to company-paid professional coaching service
• Visits to HQ in Durham, North Carolina for remote employee

Additional Information

Spreedly Product Offering:

• Connect - A unified API that integrates with hundreds of payment gateways, processors, and alternative payment methods worldwide, including digital wallets. Merchants access the global payments ecosystem through one connection.
• Vault - A PCI-compliant secure repository for payment methods. Merchants store card data once and reuse it across any payment service, reducing PCI scope and protecting cardholder data at scale.
• Optimize - Workflow-driven routing and retry logic that directs each transaction to the best-performing gateway in real time. On average, 7.9% of failed transactions succeed immediately when retried on a secondary gateway. This is where merchants recover lost revenue and increase authorization success rates.
• Protect - A flexible fraud and authentication layer, incorporating advanced fraud tools and 3DS. Following Spreedly's acquisition of Dodgeball in September 2025, fraud orchestration and payment optimization now operate within the same platform.
• Resolve - Centralized management and reporting that reduces operational silos, strengthens security, and improves billing control across a merchant’s entire payment operation.

More Coming Soon! - Keep your eyes peeled for a new product launch by EOY ’26

What It's Like to Work Here:

We describe our team as Spreedlings: diverse, forward-thinking, and driven by a shared belief that a more open payments ecosystem benefits everyone. The company operates with a culture built on transparency, courageous collaboration, and self-driven leadership. The team values simplicity in both product and process, and approaches problem-solving with genuine curiosity.

We champion the ethical, creative use of AI - if you're someone who pairs human judgment with modern AI tools to work smarter and drive bigger impact, you'll thrive here.

Spreedly is an equal opportunity employer. We are committed to fostering, cultivating, and preserving a culture of diversity, equity, inclusion, and belonging. We actively work to drive out even unintentional discrimination in our hiring processes via practices like blindly graded work samples, structured interviews, and diversity awareness training.

Due to the sensitive nature of what Spreedly does - handling payment data - finalist candidates must complete a successful background and reference check.

At this time Spreedly is unable to provide sponsorship for employment, and we are not set up to support remote employees who reside in New York. In order to be considered for employment, applicants must be currently legally authorized to work in the job location country and not require future sponsorship in order to continue working in that country.

We appreciate your interest in our company. Because of the high volume of resume flow, we may only respond to those candidates that we think will be a potential fit.