Support Engineer

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.

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