Support Engineer

Foundational understanding of APIs Foundational understanding of JSON Foundational understanding of Postman Foundational understanding of Retool Curious, resourceful, and comfortable picking up technical tools on the fly Strong written communication skills Customer-first mindset Takes initiative and thrives in fast-paced, scrappy environments Excited to wear many hats and aren’t afraid to build something from scratch

Triage and respond to daily merchant and customer tickets via Slack and Pylon Ensure we meet SLA targets and maintain a high bar for customer satisfaction Deliver clear, thoughtful, and technically sound responses across internal and external communications Work closely with Engineering, Product, and Operations teams to unblock support issues and escalate bugs or system issues Contribute to internal tooling using Retool, Metabase, and SQL to help automate workflows and reduce support friction Collaborate on internal projects to help the Support team scale efficiently as we grow Ensure the broader internal team has the tools and visibility they need to deliver a great customer experience Partner with Engineering to test new product functionality, edge cases, and backend fixes before rollout Build and maintain internal documentation for support workflows, product edge cases, and tooling tips Help define and improve tagging, categorization, and data structure for tickets to power better reporting and insights over time