spreedly - Support Engineer
Requirements
• We expect roughly 60% of your time to focus on complex customer tickets, most of them from our top-tier accounts. The remaining time will involve retrospectives, customer advocacy, cross-functional projects, and coaching. • A foundation in software development through professional experience, coding education, or another hands-on path, with the ability to investigate code and explain technical findings. • Experience troubleshooting SDKs and working with APIs, including understanding how integrations behave in a web environment. • Customer-facing technical experience and the ability to communicate clearly with customers during complex or prolonged investigations. • The ability to coach others and lead work without formal authority. You don't need a previous management title, but you should be able to guide teammates and collaborate effectively with engineering. • Independent problem-solving and project ownership: you can work through ambiguity, move an investigation forward, and know when to bring others in. • Payments experience is strongly preferred because it will help you ramp quickly into complex customer cases. We're also open to candidates who can demonstrate the technical depth and learning ability to succeed without a payments background. • Familiarity with Ruby on Rails and SDKs across React, Android, or iOS. • Creating support processes, technical content, or tooling, including practical applications of AI in support. • Experience with Zendesk, Jira, or similar ticketing systems. • Spanish-language proficiency
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.
Benefits
• Outstanding Medical and Dental benefits, including 100% employer-paid option • Company-paid Life and Disability insurance • Optional vision and supplemental insurance options, and various Flexible Spending Accounts (FSA) • Open Paid Time Off policy + 12 weeks of paid leave for new parents • Matching 401(k) plan (5% up to $5,000 yearly) • $1,000 annual professional development stipend • Monthly home working/digital lifestyle stipend, new MacBook, and one-time accessory reimbursement • Access to company-paid professional coaching service • Visits to HQ in Durham, North Carolina for remote employee • Spreedly Product Offering: • Spreedly provides an open payments platform. The platform’s connectivity provides payments performance. Key products and services include: • Connect — A unified API that integrates with hundreds of payment gateways, processors, and alternative payment methods worldwide, including digital wallets. Merchants access the global payments ecosystem through one connection. • Vault — A PCI-compliant secure repository for payment methods. Merchants store card data once and reuse it across any payment service, reducing PCI scope and protecting cardholder data at scale. • Optimize — Workflow-driven routing and retry logic that directs each transaction to the best-performing gateway in real time. On average, 7.9% of failed transactions succeed immediately when retried on a secondary gateway. This is where merchants recover lost revenue and increase authorization success rates. • Protect — A flexible fraud and authentication layer, incorporating advanced fraud tools and 3DS. Following Spreedly's acquisition of Dodgeball in September 2025, fraud orchestration and payment optimization now operate within the same platform. • Resolve — Centralized management and reporting that reduces operational silos, strengthens security, and improves billing control across a merchant's entire payment operation. • More Coming Soon! - Keep your eyes peeled for a new product launch by EOY '26 • What It's Like to Work Here: • We describe our team as "Spreedlings": diverse, forward-thinking, and driven by a shared belief that a more open payments ecosystem benefits everyone. The company operates with a culture built on transparency, courageous collaboration, and self-driven leadership. The team values simplicity in both product and process, and approaches problem-solving with genuine curiosity. • We champion the ethical, creative use of AI—if you’re someone who pairs human judgment with modern AI tools to work smarter and drive bigger impact, you’ll thrive here.
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