Support Engineer (Europe)

polar; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive compensation

Remote-first culture

Workspace allowance

High ownership of product and DX

Team offsites twice a year

Fast-moving environment

Impact through tooling and docs

Job summary

Polar is hiring a Support Engineer to deliver exceptional developer-focused support worldwide. You will handle tickets, triage issues, and build internal tools or enhance the knowledge base to streamline support.

Collaboration with the team will drive product improvements based on customer pain points. Ideal candidates have 3+ years as a developer and in customer support, strong SQL skills, Linux/Unix comfort, and experience with GitHub Issues/Discussions.

Qualifications

• 3+ years of experience as a developer and in customer support roles.
• Proficient in SQL with ability to write complex queries.
• Comfortable with Linux/Unix and command-line tools.
• Experience with GitHub Issues and Discussions in workflow.
• Strong communication to explain technical concepts clearly to customers.
• Developer empathy and willingness to dive into technical issues.

Responsibilities

• Respond to support tickets from developers, including feature requests and integration issues.
• Triage cases, point customers to docs, identify knowledge gaps, escalate when needed.
• Monitor support channels (GitHub, Discord, etc.) for questions and feedback.
• Build internal tools or contribute to knowledge base to improve support efficiency.
• Reproduce issues and file internal tickets to ensure product quality.
• Engage with customers in real-time, gathering feedback to drive product improvements.

Skills

3+ years experience

SQL proficiency

Linux/Unix

GitHub Issues & Discussions

Communication skills

Developer empathy

Scripting & tooling

Tools

GitHub

Job description

About Polar

It’s never been easier to build, ship, and scale software. We believe monetizing software and building a business around it should be just as easy.

We’ve been called “The Vercel of Billing,” and our mission is to build the world’s most beloved billing platform for developers - from open source maintainers and indie hackers to startups and large enterprises.

We’re built open source, remote-first, and focused on shipping high-quality software and innovative SDKs that empower developers to move faster and worry less about billing - entrusting it to us instead.

About the Role

We’re hiring a Support Engineer to help provide exceptional support to developer world-wide - our customers. This role is perfect for someone with a developer background who enjoys problem-solving and working directly with customers to ensure their success. You’ll be responding to support tickets, triaging cases, and building internal tools or improving our knowledge base to make our support processes more efficient. Combined with building a strong feedback loop within our team to continuously ship product improvements that solve our customers pain points.

What You’ll Do

• Respond to support tickets from developers: ranging from feature requests, product questions, to integration issues.
• Triage cases: Help direct customers to the right docs, identify gaps in our knowledge base, and elevate issues as needed.
• Monitor support channels (GitHub Issues, Discussions, Discord, etc.) for customer questions and feedback.
• Build internal tools or contribute to the knowledge base to improve the efficiency of support operations and help customers self-serve.
• Reproduce issues and file internal tickets to ensure product quality and customer satisfaction.
• Engage with customers in real-time, ensuring they receive timely and helpful responses while gathering feedback to drive product improvements.

About You

• 3+ years of experience as a developer and in customer support roles, with a deep empathy for developers’ pain points.
• Proficient in SQL and comfortable writing complex queries to troubleshoot issues.
• Comfortable with Linux/Unix and command-line tools for debugging and issue resolution.
• Experience with GitHub Issues and Discussions as part of your workflow.
• Strong communication skills with the ability to explain technical concepts clearly to customers.
• Developer empathy and willingness to dig deep into technical issues to solve customer problems.
• Creative thinking & hacker mindset to build small scripts, CLIs, internal tools to documentation improvements – continuously improving support quality in more efficient ways

Bonus Points

• Experience with billing, SDKs, or developer tools.
• Open source contributions or side projects/apps to showcase.
• Risk/fraud or compliance experience from the past
• Blogs, Tutorials or YouTube videos on technical topics, i.e genuine interest in sharing knowledge about technical services
• Startup experience

We Offer

• Competitive compensation.
• Remote-first & open source culture. Work from anywhere in Europe (CET ±2 hours) and contribute to Polar in the open
• Generous workspace allowance. Budget for an initial home office setup or co-working membership
• High ownership. Help shape our product, architecture, open source libraries, SDKs, and developer experience from the ground up
• Twice-yearly team offsites. We gather in our teammates’ cities to experience their local life, brainstorm the future, and write pseudo-code for what delightful billing should look like
• Fast-moving and pragmatic environment. A small, senior team focused on momentum over perfection. We cut scope before we cut craft to keep shipping fast and iterating often
• Mission with leverage. Build tools that empower other builders; your work compounds through theirs
• Offer

About the Team

We’ve written books on FastAPI, built Shop.app & Shop Pay, helped ship the Battlefield React UI, and contributed to (and maintained) a lot of open source. We’re ex-founders and open source maintainers who care deeply about craft, velocity, entrepreneurship, and developer experience.

Process

Our entire process is fully remote, and all communication happens via email, GitHub issues/PRs, and video calls. Here’s what to expect:

• Application Review - We’ll review your application and may reach out for a 15–30 minute video call with Birk (Founder)
• Team Interviews - You’ll meet a few team members for a deeper technical and cultural conversation
• Open Source Assignment - We’ll follow up with a GitHub issue scoped within Polar or one of our open source dependencies. You’ll collaborate with us asynchronously—from your first PR draft to final merge
• Final Call - A video chat to discuss your work, your feedback, and suggestions on how to improve the DX of working with Polar
• Reference Calls. We believe reference calls are great and help us confirm our impression and ramp up our understanding and abilities to ensure we hit the ground running productively.
• Offer