Senior Product Support Engineer EMEA
Remote · Poland
Job Summary
Senior member of the Support Engineering team responsible for handling tickets from merchants, translating business requirements into technical solutions, creating documentation, conducting QA and mentoring junior team members. Advocates internally on priorities/roadmaps, helps implement internal support frameworks, communicates with customers via face-to-face/video calls, and represents customer feedback to prioritize tasks. Collaborates with Product, Engineering, Sales, Customer Success and Operations; reads code across JavaScript, SQL, Python, React or TypeScript stacks; remote-first role with UTC 0/+1 timezone alignment.
Required Qualifications
- Experience in customer-facing role with a complex API product, ideally in payments or B2B
- Ability to translate business requirements into technical solutions and explain complex concepts clearly
- Experience creating documentation and supporting materials for merchants and internal teams
- Experience with troubleshooting, root cause analysis, and postmortem processes
- Experience with on-call and incident management processes
- Understanding of software testing and the development lifecycle (design, development, deployment)
- Ability to work in fast-paced/scaling environments with shifting priorities
- Strong communication and presentation skills for both technical and non-technical stakeholders
- Empathy and customer-centric perspective
- Creativity, improvisational skills, negotiation and consensus-building
- Willingness to work in a fully remote setup and adapt to local timezones
- Interest in collaborating across Product, Engineering, Sales, Customer Success and Operations
- Familiarity with JavaScript/SQL/Python/React/TypeScript stacks
- Experience with API-driven products and merchant onboarding
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