[Hiring] Partnership Support Engineer @Wheelhouse

Role Description

Wheelhouse has a rich ecosystem of incoming and outgoing integrations with partners. We are at the scale where we require a systematized and streamlined approach to capturing/handling bugs and also more general partnerships asks. A major part of this role will be establishing processes by which integration/partnership issues are raised, tracked and prioritized. This requires interfacing with several internal Wheelhouse teams, as well as with external partners. Sometimes bugs or integration improvements/asks will be addressed by you, and other times you will be responsible for triaging them to the appropriate parties. You will build process flows and internal tooling to help in this endeavor, and to empower non-engineers to investigate some issues themselves.

As we expand into API-first, embedded, and AI-driven integrations, maintaining reliability across our partner ecosystem becomes mission-critical. This role ensures that Wheelhouse operates as a dependable platform, not just a standalone product.

As a Partnership Support Engineer, you will:

• Investigate integration issues and debug complex cross-system behavior.
• Collaborate directly with partner technical teams.
• Resolve problems yourself or triage effectively to internal engineers.
• Build tools, diagnostics, and automation that enable both our team and partner teams to operate independently and efficiently.

Qualifications

• 3–5 years of experience in a 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 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 and can exhibit strong communication skills.
• 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.
• Experience creating documentation regarding process engineering development.
• Bonus: Experience supporting B2B SaaS integrations or developer platforms.

Requirements

• 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

• 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.
• Unlimited PTO.
• And…more!