Senior Software Engineer (Customer Success)

Sphere Laboratories, Inc.

3d • Remote

About The Position

Sphere Labs is building modern, compliance-native infrastructure for cross-border payments and settlement in partnership with banks, licensed entities, regulators, and jurisdictions. This fully remote role combines software engineering with customer support. The engineer builds internal tools, automations, and workflows to identify patterns in support volume and reduce manual effort; owns technical support from triage through diagnosis and resolution, including shipping code fixes when appropriate; and communicates directly with customers about technical issues, timelines, and resolutions. The role also partners with product and engineering to improve supportability through better error messages, observability, and defaults, and to shape a roadmap that reduces technical support queries. Collaboration with customer support, onboarding, and payment operations includes documenting workarounds and using AI to accelerate customer support. The engineer also owns customer-facing documentation so customers can resolve issues independently.

Requirements

• Strong programming fundamentals and comfort working across the stack.
• Ability to read production code, trace bugs through logs, and ship fixes with limited handholding.
• Proficiency in TypeScript, React, and NestJS.
• Experience with API integrations, webhooks, and cloud platforms.
• Excellent written communication, including the ability to explain technical issues accurately to both developers and non-technical stakeholders.
• Self-directed, high-ownership approach, including managing an open queue, triaging by impact, and working asynchronously across time zones.
• Ability to find effective solutions that balance expediency with future-proofing.

Nice To Haves

• Familiarity with observability tooling such as Sentry, structured logging, and distributed tracing.
• Experience in fintech, payments, or developer-facing products.

Responsibilities

• Build internal tooling, automations, and workflows to identify patterns in support volume, reduce manual effort, and help the team work faster.
• Own engineering support end to end by triaging incoming issues, diagnosing root causes, and resolving them, including writing and shipping code fixes when appropriate.
• Engage directly with customers on support matters and communicate technical issues, timelines, and resolutions clearly.
• Partner with product and engineering to define improvements that make the platform easier to support, including better error messages, smarter observability, and improved defaults.
• Quantify the impact of supportability improvements and make the case for prioritization.
• Work with product and engineering on a roadmap to reduce technical queries received by support.
• Collaborate with customer support, onboarding, and payment operations teams to document workarounds and use AI to accelerate customer support.
• Own customer-facing documents and ensure they are accurate and useful so customers can unblock themselves.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed