Support Engineer

Spreedly

2d•Hybrid

About The Position

Spreedly is looking for a Support Engineer to take on our most complex customer issues and bridge the gap between support and engineering. You'll go beyond identifying a bug: you'll investigate where it occurs, explain its impact, and give engineering the evidence and technical context needed to resolve it. You'll join an international support team that serves customers, partners, prospects, and internal colleagues. Our Tier 1 team provides round-the-clock support, while Tier 2 handles deeper technical investigations. This role brings additional engineering depth to that work, particularly in troubleshooting SDKs and complex payments integrations. This is a hands-on, player-coach role. You'll work directly on difficult cases while helping teammates develop their technical skills. We also want this hire to help lay the foundation for a potential Tier 3 support function. That expansion and any future team leadership role are subject to leadership approval, rather than guaranteed next steps. We expect roughly 60% of your time to focus on complex customer tickets, most of them from our top-tier accounts. The remaining time will involve retrospectives, customer advocacy, cross-functional projects, and coaching.

Requirements

A foundation in software development through professional experience, coding education, or another hands-on path, with the ability to investigate code and explain technical findings.
Experience troubleshooting SDKs and working with APIs, including understanding how integrations behave in a web environment.
Customer-facing technical experience and the ability to communicate clearly with customers during complex or prolonged investigations.
The ability to coach others and lead work without formal authority. You don't need a previous management title, but you should be able to guide teammates and collaborate effectively with engineering.
Independent problem-solving and project ownership: you can work through ambiguity, move an investigation forward, and know when to bring others in.
Payments experience is strongly preferred because it will help you ramp quickly into complex customer cases. We're also open to candidates who can demonstrate the technical depth and learning ability to succeed without a payments background.

Nice To Haves

Familiarity with Ruby on Rails and SDKs across React, Android, or iOS.
Creating support processes, technical content, or tooling, including practical applications of AI in support.
Experience with Zendesk, Jira, or similar ticketing systems.
Spanish-language proficiency

Responsibilities

Own complex technical investigations, particularly for our top-tier customer accounts. Read and navigate source code, analyze logs, and inspect API and SDK behavior to pinpoint issues.
Reproduce customer issues in test environments so findings are confirmed before they reach engineering.
Build clear, actionable engineering escalations that explain the problem, where it occurs, and potential approaches to resolving it, with engineering retaining final decisions on changes.
Bring SDK troubleshooting expertise to support for our Checkout SDK and share that knowledge across the team in collaboration with engineering.
Help manage incidents and keep customers informed, translating technical findings into clear explanations and advocating for their needs across departments.
Identify recurring patterns across cases, lead retrospectives, and turn findings into improvements that prevent repeat issues and reduce prolonged back-and-forth with engineering.
Improve documentation, share investigation techniques, and coach support teammates through unfamiliar technical problems.
Take ownership of cross-functional projects, from defining the problem through completing and rolling out the work.

Benefits

Competitive salary + Equity
Outstanding Medical and Dental benefits, including 100% employer-paid option
Company-paid Life and Disability insurance
Optional vision and supplemental insurance options, and various Flexible Spending Accounts (FSA)
Open Paid Time Off policy + 12 weeks of paid leave for new parents
Matching 401(k) plan (5% up to $5,000 yearly)
$1,000 annual professional development stipend
Monthly home working/digital lifestyle stipend, new MacBook, and one-time accessory reimbursement
Access to company-paid professional coaching service
Visits to HQ in Durham, North Carolina for remote employee