Support Engineer

Sherpas; United States; Hybrid; USD 70,000 - 100,000; Full time

Job summary

Sherpas is hiring for a hybrid frontline support and support engineering role. You own the support queue end to end, providing friendly, fast, and competent responses. You triage, reproduce, and resolve issues, reading logs and querying data when needed.

You escalate to our Valencia team with a clean reproduction and everything they need to fix it in one pass. You also build a growing knowledge base and help reduce future escalations through in-product improvements.

Qualifications

• 2–5 years in technical support, support engineering, or QA at a B2B software company.
• Comfortable with SQL and reading application logs; able to navigate a web app's dev tools and an admin panel without hand-holding.
• Native-level written English and clear, kind communication.
• Patient with non-technical users and comfort with fintech customers.
• Based anywhere in the Americas with overlap on US Eastern hours.

Responsibilities

• Own first response on all support channels during US Eastern business hours.
• Triage, reproduce and resolve technical issues: failed analyses, data extraction errors, sync problems.
• Investigate independently—read logs, run SQL queries, inspect data pipelines—before escalation.
• Write airtight escalations for engineering with reproduction steps and logs.
• Route non-technical questions to product experts and leadership.
• Build the support knowledge base as you solve issues.
• Feed patterns back to product and engineering for in-product fixes.
• Track and report support metrics: volume, categories, resolution time, escalation rate.

Skills

SQL proficiency

Log analysis

Customer support

Fintech knowledge

Data pipelines

QA mindset

English writing

Startup experience

Education

Computer science degree

Tools

SQL

Job description

This is a hybrid frontline support and support engineering role. You own the support queue end to end. When an advisor writes in, you are the first response — friendly, fast, and competent. Most issues you resolve yourself: you can read logs, query a database, spot a data-quality problem, reproduce a bug, and tell the difference between “this is broken” and “this was used wrong.” What genuinely needs engineering, you escalates to our team in Valencia with a clean reproduction and everything they need to fix it in one pass — no ping-pong.

You will be the reason a bug reported at 9am in Kansas City does not wait until Spain wakes up.

What you will do

• Own first response on all support channels — email, in-app, Slack Connect with enterprise clients — during US Eastern business hours.
• Triage, reproduce and resolve technical issues: failed analyses, blank outputs, data extraction errors, sync problems, unexpected results.
• Investigate independently — read application logs, run SQL queries, inspect data pipelines — before escalating.
• Write airtight escalations for engineering: reproduction steps, affected accounts, logs, suspected cause.
• Route non-technical questions fast: planning and methodology questions go to our product experts, account-level conversations to leadership.
• Build the support knowledge base as you go: every issue you solve twice becomes a documented article or an internal runbook.
• Feed patterns back to product and engineering: if the same error generates ten tickets, propose the in-product fix that kills the ticket category.
• Track and report support metrics: volume, categories, resolution time, escalation rate.

What we are looking for

Must have

• 2–5 years in technical support, support engineering, solutions engineering or QA at a B2B software company.
• Comfortable with SQL and reading application logs; able to navigate a web app's dev tools and an admin panel without hand-holding.
• Native-level written English: your tickets, escalations and knowledge-base articles are clear, complete and kind.
• Patient and unflappable with non-technical users — our customers are financial advisors, not developers, and some are having a bad day when they write in.
• Based anywhere in the Americas — North, Central or South — with full overlap on US Eastern business hours. The time zone is the requirement; the country is not.
• Experience supporting a fintech, wealth-tech or other data-heavy SaaS product.
• Familiarity with data pipelines, document extraction, or AI-powered products and their failure modes.
• Spanish — our engineering team works in both languages.
• Experience being the only support person: building queues, macros and processes from scratch.
• A computer science degree — we care what you can debug, not where you studied.
• Financial planning knowledge — planning-methodology questions route to our in-house experts.
• Prior startup experience — but you should want the ownership that comes with being first.

What success looks like

• Advisors get a substantive first response within the hour, and most issues are resolved without touching engineering.
• Escalations to Spain are so complete that engineers fix them without a single follow-up question.
• The recurring-issue count trends down because you got the root causes fixed in-product.

How we hire

• A conversation about your work and how you debug.
• A short, paid practical exercise: a realistic support scenario with logs and data — triage it, resolve what you can, write the escalation for the rest.
• A working session with our engineering team in Spain.