Support Engineer

Button Commerce

135d • $100,000 - $130,000 • Remote

About The Position

As a Support Engineer, you will focus on triaging, debugging, and resolving complex partner integration issues. You’ll be the first technical responder for escalated issues, working closely with Button’s customers and Button’s Partner Success, Product, and Engineering teams to drive resolution and prevent recurrence.

This is a highly technical role focused on post-sale problem-solving and escalation management. You’ll become an expert in Button’s integrations, logs, and monitoring stack, ensuring timely partner support while building tools and documentation that make our support processes scalable.

Requirements

• Strong debugging and troubleshooting skills across APIs, SDKs, and integrations
• Proficiency reading and modifying code in JavaScript, Golang, or Python
• Skill in log analysis and monitoring tools (CloudWatch, Kibana, Grafana, Sentry, etc.)
• Experience documenting repeat issues and streamlining triage workflows
• Familiarity with automation and scripting to reduce manual support load
• Clear communication, and the ability to strategically expectations during escalations
• Organizational skills and an orientation to detail; ability to track multiple active investigations
• Ability to be a collaborative team player across verticals
• Calm under pressure, balancing urgency with long-term solutions
• 2–4 years in Support Engineering, QA Engineering, or Solutions Engineering with a focus on debugging
• Proven experience handling escalations in SaaS, mobile, or API-driven environments
• Exposure to incident management frameworks and ticketing tools (e.g., Jira, Zendesk, PagerDuty)
• Prior experience communicating with partners or customers during high-stakes issues

Nice To Haves

• AdTech, affiliate, or retail media industry background
• Mobile SDK troubleshooting experience (iOS/Android)
• Familiarity with observability tooling (Grafana, CloudWatch metrics, New Relic)
• Track record of creating self-service documentation or tooling to reduce repeat escalations.

Responsibilities

• Triage, debug, and resolve complex integration issues across Button’s products
• Act as the first technical point of contact for escalated partner issues
• Analyze logs and monitoring systems to quickly identify root causes
• Collaborate with Partner Success, Product, and Engineering to drive fixes and prevent recurrence
• Build and maintain runbooks, documentation, and automation to scale support processes
• Surface systemic issues and proactively recommend product or tooling improvements

Benefits

• Button provides employees with a RemotePlus workplace, which blends “work from anywhere” with in-person collaboration.
• Button has a “hub” workspace in New York City as well as team members distributed across the United States and beyond.
• Button’s total compensation package includes a base salary competitive with what is offered by similar companies in major US markets.
• The salary range for this role is expected to be between $100,000 and $130,000 (offered salary is based on a number of factors including skills and experience relative to the job description listed above).
• In addition, Button provides employees with a 401(k) plan and automatically contributes 3% of an employee’s salary annually.
• We also want our employees to be well-rested and live balanced lives–Buttonians enjoy unlimited time off (including birthdays off) and periodic Mental Health Weeks which allow the entire company to take a breath and recharge, as well as an employee assistance program.
• For many of the health, vision, and dental insurance plans offered by Button, the company covers 100% of the premiums for employees and 75% for dependents.
• Button offers all employees and their dependents complimentary memberships to One Medical as well as a monthly stipend for mobile phone/internet and an annual “Treat Yourself” stipend.
• Button also offers employees in select markets “All Access” memberships to WeWork as well as regular “coworking days” and social events.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 51-100 employees