Support Engineer
HybridNew York City, New York, United States or New York, United States
Job Summary
Own support tickets from first response through confirmed resolution without tossing them over the fence. Debug independently by tracing system state, API logs, authorizer decisions, webhook delivery, and data flow across production. Diagnose issues spanning card issuance, authorization decisioning, transactions, webhooks, KYC, and disputes using Snowflake, Grafana, Loki, and AI-assisted workflows. Maintain high operational rigor in triage, prioritization, SLA adherence, and customer communication. Surface recurring failure patterns to inform product and engineering improvements. Contribute to The Vault knowledge base and create internal tooling with Metabase, Retool, and dbt.
Required Qualifications
- 3+ years in a technical, execution-heavy role: Support Engineer, Solutions Engineer, Implementation Engineer, TAM, or similar
- Ideally in fintech, payments, or developer-platform B2B SaaS
- Strong debugging instincts and comfort operating in production environments where you won't always have a playbook
- Comfortable with using and debugging REST API calls, webhooks, and configuration-driven systems
- Familiar with OpenAPI specs, JSON payloads, and can work through issues with HTTP calls fluently
- SQL chops: ability to independently write a query against a data warehouse (Snowflake + dbt) to answer a customer question without needing to ping a data analyst
- Ability to reason through complex system behavior from first principles, not just follow runbooks
- Clear, direct written communication internally and customer facing
- A strong bias toward ownership: preference to solve the problem than route the ticket
- Comfortable using AI tools like (LLMs and coding assistants like Claude Code or Cursor) as a part of your daily workflow
- Experience working in ticketing systems (Zendesk, Jira, or equivalent)
- Strong sense of ownership and ability to work independently in a remote environment
Desired Qualifications
- Ideal candidate background in fintech, payments, or developer-platform B2B SaaS
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.