Partner Support Engineer
New
A
AtomicVestFinancial infrastructure
US | RemoteFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 3–5 years of experience in a solutions engineering, technical support engineering, or partner/customer support engineering role
- Required Skills
- PostgreSQLPythonSQLRESTful APIsJSONDatadogPostman
Requirements
- Have 3–5 years of experience in solutions engineering, technical support engineering, or partner/customer support engineering.
- Have experience owning inbound technical requests against a service-level agreement in a B2B or platform context.
- Build and replay requests with curl or Postman, and read raw HTTP requests and responses, including headers, status codes, and JSON payloads.
- Have hands-on experience with RESTful APIs, JSON payloads, HTTP status codes, and common integration patterns.
- Debug webhook delivery and retries, signature verification, and missed, late, or duplicate events.
- Understand API authentication, including API keys and HMAC request signing, as well as idempotency keys and retry behavior.
- Write SQL queries using joins, filters, and aggregates against PostgreSQL.
- Use Python or similar scripting to reproduce issues, automate checks, and build internal tools.
- Search logs and traces in Datadog, Splunk, or similar tools and follow requests across services by trace ID.
- Read backend source code, ideally Go, to investigate root causes; use Git/GitHub to review code, history, and pull requests.
- Write clear, precise technical explanations for partner engineering teams and distinguish configuration errors, documentation gaps, and platform defects.
- Work independently, prioritize concurrent issues, manage SLA timelines, and collaborate with technical and non-technical stakeholders.
Responsibilities
- Own complex inbound partner requests about production issues, perform root-cause analysis, and respond within SLAs.
- Triage issues to distinguish partner configuration errors, documentation gaps, and platform defects.
- Debug API traffic, webhooks, and integration behavior without escalating by default.
- Support Partnerships and Customer Support with operational and integration issues requiring technical expertise.
- Identify recurring integration patterns and failure modes and share findings with Engineering and Documentation.
- Maintain and improve internal tooling, runbooks, and documentation to speed resolution and reduce repeat issues.
- Collaborate with Partnerships on post-launch support for newly onboarded partners.
- Escalate platform defects to Engineering with clear reproduction steps and business context.
- Help align Customer Support resolution workflows for end-user issues linked to partner integrations.
- Contribute to self-service resources and partner-facing documentation.
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