Support Engineer

Flex

full-time

Posted on: 10/23/2025

Location Type: Remote

Location: Remote • 🇺🇸 United States

✨ AI Apply

💰 $105,000 - $120,000 per year

Mid-LevelSenior

SQL

About the role

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.

You have a foundational understanding of APIs, JSON, Postman, and Retool.
You’re curious, resourceful, and comfortable picking up technical tools on the fly.
You have strong written communication skills and a customer-first mindset.
You take initiative and thrive in fast-paced, scrappy environments.
You’re excited to wear many hats and aren’t afraid to build something from scratch.

Benefits

Tip: use these terms in your resume and cover letter to boost ATS matches.

APIsJSONPostmanRetoolSQL

written communicationcustomer-first mindsetinitiativecuriosityresourcefulnessadaptability