Support Enablement Engineer

Wheelhouse

full-time

Posted on: 8/27/2025

Location: New York • 🇺🇸 United States

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JuniorMid-Level

CypressJestReactRSpecRubyRuby on RailsSQLSwitching

About the role

Investigate and debug complex integrations, resolve issues or triage to engineering.
Troubleshoot and resolve customer issues across platform, integrations, and APIs.
Debug integration-related problems with external partners (PMS/OTAs), collaborating with their technical teams.
Triage and prioritize bugs for the engineering team with clear reproduction steps and context.
Build internal tools, dashboards, and automation to help support and account management diagnose and resolve issues.
Automate regression and integration testing to reduce repetitive issues and improve system reliability.
Collaborate to improve monitoring, alerting, and logging for better issue visibility.
Act as the voice of the customer within engineering, spotting patterns and advocating for reliability.
Long-term: lead the Support Enablement Engineering department as it grows to support multiple engineers.

2–4+ years of experience in a technical support, QA engineering, or software engineering role.
Strong debugging skills across APIs, integrations, and web applications.
Experience with programming (ideally Ruby on Rails) to automate tasks and build internal tools.
Experience with React or other frontend frameworks/libraries.
Experience with SQL or ORMs (ideally Active Record) to interact with data.
Familiarity with REST APIs, webhooks, and third-party integrations.
Comfortable working directly with customers or external partners on technical issues.
Strong communicator — able to explain technical issues clearly to both engineers and non-technical stakeholders.
Actively learning the new - Considers intersectionality as a source of creativity and a driver of change. Embraces new paradigms and learns them deeply.
Bonus: experience with test automation frameworks (ideally RSpec, Jest, and/or Cypress) or customer support tooling.