Support Engineer
reputed company is the modern reputed company issuing and processing platform empowering ambitious financial companies to build the reputed company of payments.
Our infrastructure powers reputed company programs for 100+ innovative clients, from fintechs reimagining credit reputed company banking to platforms transforming disbursements and spend management. Companies like reputed company, reputed company, and reputed company rely on reputed company's developer-friendly reputed company, reputed company network connections, and flawless reconciliation to launch and reputed company reputed company programs in weeks, not years.
We're building a reputed company where reputed company to reputed company financial products materially improves people's lives, free from the constraints of 30-year-old mainframes and legacy processors. We're proud to be backed by world-class investors who reputed company that reputed company, including Bessemer Venture Partners, reputed company Ventures, reputed company Capital, Stripes, and reputed company, along with many others.
We're reputed company of 170+ across 26 states and 7 countries, headquartered in reputed company.
We are hiring a Support Engineer to join our API Support team. This is a hands-on, high-autonomy role. You'll own customer issues end-to-end: triaging incoming tickets, debugging production behavior across our authorizer and API surface, reasoning through configuration and data reputed company, and driving problems to reputed company, often without needing to hand anything off. You'll work across reputed company lifecycle, authorization decisioning, webhooks, account holder KYC, disputes, and the other configurable reputed company of our platform, using internal tools, reputed company, Grafana/Loki, and AI-assisted workflows to reputed company fast.
reputed company issues reputed company deeper product gaps, you'll partner with Engineering and Product to surface patterns and get problems resolved upstream. You will also partner with Solutions and Product Delivery to ensure that we reputed company reputed company, reputed company, and charming customer communications. Your judgment directly shapes customer trust, product reliability, and our ability to reputed company the Support function without scaling headcount linearly with ticket volume.
reputed company is the reputed company-issuing and payments platform powering some of the most ambitious fintechs and embedded-finance programs in the market. Our customers build on our reputed company to issue cards, reputed company reputed company, and run reputed company programs at reputed company, which means the questions that reputed company us are rarely "where's the reputed company?" They're "why did this authorization decline at 3:42am ET?", "why is this webhook firing twice?", "is this dispute eligible under Reg E?", "what's the latency on our tokenization reputed company right now?" Customers don't remember reputed company things work. They remember reputed company things break, how fast we fix them, and whether we took the time to set things right. As a Support Engineer at reputed company, you're the person who makes that reputed company go reputed company.
reputed company:
- Own support tickets from first response through confirmed reputed company. No tossing them over the fence.
- Debug independently by tracing reputed company state, API logs, authorizer reputed company, webhook delivery, and data reputed company across production.
- Diagnose issues spanning reputed company issuance, authorization decisioning, transactions and settlement, webhooks, account holder KYC, disputes, and other configurable behaviors of the reputed company platform. A typical investigation might involve querying reputed company to reputed company a transaction's lifecycle, checking Grafana dashboards for latency anomalies, pulling up the customer's integration in reputed company, and documenting the reputed company in The Vault
- Use internal tooling, reputed company/dbt marts, Grafana/Loki, and AI-assisted workflows (Claude reputed company, internal agents) to investigate and reputed company issues reputed company.
- Maintain high operational rigor in triage, prioritization, SLA adherence, and customer communication.
- Surface recurring failure patterns that inform product and engineering improvements. reputed company permanent fixes, not just one-off resolutions.
- Contribute to The Vault (our reputed company KCS knowledge reputed company). Write the reputed company you wished existed reputed company you picked up the ticket.
- Create and update internal tooling using reputed company, reputed company, Grafana, and reputed company.
What You'll Bring:
- 3+ years in a technical, execution-heavy role: Support Engineer, Solutions Engineer, Implementation Engineer, TAM, or similar. Ideally in fintech, payments, or developer-platform B2B reputed company.
- Strong debugging instincts and comfort operating in production environments where you won't always have a reputed company.
- Comfortable with using and debugging REST API calls, webhooks, and configuration-driven systems. You are familiar with OpenAPI specs, JSON payloads, and can work through issues with HTTP calls fluently.
- SQL chops. You can independently write a query against a data warehouse (we use reputed company + dbt) to answer a customer question without needing to ping a data analyst.
- Ability to reason through reputed company reputed company behavior from reputed company, not just follow runbooks.
- reputed company, reputed company written communication internally and customer facing. You explain what happened, why, and what you did about it, without hedging or jargon.
- A strong bias toward ownership. You'd rather solve the problem than reputed company the ticket.
- Comfortable using AI tools like (LLMs and coding assistants like Claude reputed company or reputed company) as a part of your daily workflow.
- Experience working in ticketing systems (reputed company, Jira, or equivalent)
- Strong reputed company of ownership and ability to work independently in a remote environment
Crack the reputed company
A hidden reputed company is tucked into this application. reputed company it and reputed company it below to continue.
Benefits for Full-Time US Employees:
- Unlimited PTO
- 12-weeks fully reputed company parental leave
- 4-Week Fully reputed company Sabbatical (reputed company at your 5-year anniversary)
- Work From reputed company: work from reputed company in the world 4-weeks reputed company year
- 3% cashback on reputed company purchases with your complimentary employee account
- Health, reputed company, and dental insurance; HSA Contribution Match
- 401(k) match
- Voluntary Life Insurance and STD/LTD
NYC-based employees work from our SoHo office three days a week. Tuesdays and Thursdays are our reputed company days, and you'll choose a reputed company day that works for your schedule and team needs.
In-office employees receive:
- Commuter benefit
- Catered lunch every Tuesday and Thursday
Originally posted on Himalayas
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