Support Engineer

Flex

160d

About The Position

We’re hiring a Support Engineer to help scale our support function as we grow. You’ll be the first hire under our founding Support Engineer, and you’ll play a key role in resolving merchant and customer issues, owning internal tooling, and helping build scalable support systems from the ground up. This role is perfect for someone who loves solving problems, thrives in ambiguity, and is excited about building foundational support infrastructure at an early-stage startup.

Requirements

• Foundational understanding of APIs, JSON, Postman, and Retool
• Strong written communication skills and a customer-first mindset
• Curious, resourceful, and comfortable picking up technical tools on the fly
• Ability to take initiative and thrive in fast-paced, scrappy environments
• Excited to wear many hats and build something from scratch

Responsibilities

• 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 (e.g., bulk editing workflows, data validation tools, process documentation)
• 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

Benefits

• Work directly with founders and leadership on high-impact initiatives
• Equity compensation with competitive salary
• Medical, dental, and vision plans
• Unlimited PTO and sick days
• Paid parental leave
• Flexible, remote-first team with quarterly in-person meetups

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level