Wheelhouse - Partnership Support Engineer
Requirements
• 2–4+ years of experience in a technical support, QA engineering, or software engineering or technical project management 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 SQL or ORMs (ideally Active Record) to interact with data • Familiarity with REST APIs, webhooks, and third-party integrations. • Experience working with external technical stakeholders • Comfort navigating ambiguity across multiple systems you do not control • Ability to analyze distributed failures across APIs, webhooks, queues, and data pipelines • Experience reading third-party documentation and diagnosing integration mismatches • Familiarity with SLAs, incident communication, and cross-company coordination • Familiarity with Datadog for analyzing metrics is a plus • Experience handling incidents involving external stakeholders • Comfort communicating during production issues or degraded service • Ability to reason about complex distributed systems and failure modes • Experience troubleshooting data synchronization or event-driven systems • Bonus: Experience supporting B2B SaaS integrations or developer platforms
Responsibilities
• Engineer process solutions around incoming integration/partnerships bugs, improvements and asks. • Debug integration issues involving external partners (PMSs, OTAs, channel managers, and embedded clients), coordinating directly with their technical teams when necessary • Diagnose failures across APIs, webhooks, data pipelines, and synchronization processes • Resolve issues directly when possible; otherwise triage effectively with clear reproduction steps and cross-system context • Build internal diagnostics, dashboards, and tooling to enable faster investigation of partner issues • Create reusable playbooks and runbooks for common integration failure modes • Improve monitoring, alerting, and observability for partner-facing systems • Support launches of new integrations, embedded deployments, or platform features • Serve as the primary technical liaison for select strategic partners • Identify systemic reliability risks and advocate for engineering improvements • Act as the voice of our partner ecosystem within engineering and product teams
Benefits
• Become the technical bridge between our engineering team and a growing ecosystem of partners • Directly influence the reliability and scalability of a platform used by thousands of properties worldwide • Work on real distributed-system problems spanning multiple companies • Opportunity to grow into an integrations lead, platform reliability engineer, or partner engineering leader • Collaborative small-team environment where your impact is highly visible • The expected base salary range for this position is between $136,000 - $152,000 depending on experience. • Competitive salary, cash bonus potential and equity • Full medical, dental, and vision benefits for each US employee • Fidelity 401k available for each US employee
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