Support Engineer: Escalations, Incidents & Equity

Spreedly; United States; Remote; USD 110,000 - 160,000; Full time

Benefits offered by this job

Equity

Medical insurance

Dental insurance

Vision insurance

401(k) matching

Open PTO

12 weeks parental leave

Professional development stipend

Job summary

Spreedly is seeking a technically adept, customer-focused engineer to bridge gaps between support and engineering. You will investigate complex customer issues, troubleshoot SDKs and payments integrations for top-tier accounts, and own technical investigations with escalations for engineering.

You will also coach teammates, lead retrospectives, and transform findings into preventive improvements while advocating for customers during incidents across departments.

Qualifications

• Experience in customer-facing engineering roles or technical support.
• Ability to diagnose complex issues across systems.

Responsibilities

• Own technical investigations, reproduce issues, and build escalations for engineering.
• Coach teammates, lead retrospectives, and turn findings into preventive improvements.
• Advocate for customers during incidents and across departments.
• Investigate complex customer issues, bridging the gap between support and engineering.
• Troubleshoot SDKs and payments integrations for top-tier accounts.

Skills

Customer empathy

Troubleshooting

Escalation management

Technical communication

Tools

SDKs

Job description

Spreedly is seeking a technically adept, customer-focused engineer to bridge gaps between support and engineering. You will investigate complex customer issues, troubleshoot SDKs and payments integrations for top-tier accounts, and own technical investigations with escalations for engineering.

You will also coach teammates, lead retrospectives, and transform findings into preventive improvements while advocating for customers during incidents across departments.