Support Engineer

5+ years in a technical support, support engineering, solutions engineering, or software engineering role Strong understanding of web technologies, APIs, and cloud infrastructure Proficiency with SQL (joins, queries across multiple tables) Understanding of REST API and use of tools like Postman Ability to work independently and communicate clearly in high-pressure situations Experience supporting B2B SaaS products and/or working in fintech or compliance-related environments Comfort navigating ambiguity and edge cases in a high-volume ticketing environment Prior experience coordinating with third-party vendors and support providers (bonus)

Be the first point of contact for customers and understand their needs. Own, prioritize, and troubleshoot complex technical issues. Act as a key source of knowledge on the platform, APIs, SDKs, and web-stack technologies. Create valuable tools and documentation for team and client success. Provide high-quality technical support via various channels. Troubleshoot and resolve issues promptly and effectively. Collaborate with customers to understand needs and provide tailored solutions. Develop and maintain in-depth knowledge of the product. Stay updated on product enhancements and industry best practices. Analyze and diagnose technical issues and provide timely resolutions. Escalate issues to the development team with detailed information. Document troubleshooting steps and solutions. Advocate for customer needs and collaborate with internal teams on bugs and improvements. Contribute to documentation, tools, and processes to streamline support.