Support Engineer — Payments & SDKs Expert

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

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