[Hiring] Support Engineer @Spreedly

Role Description

Spreedly is looking for a Support Engineer to take on our most complex customer issues and bridge the gap between support and engineering. You'll go beyond identifying a bug: you'll investigate where it occurs, explain its impact, and give engineering the evidence and technical context needed to resolve it.

You'll join an international support team that serves customers, partners, prospects, and internal colleagues. Our Tier 1 team provides round-the-clock support, while Tier 2 handles deeper technical investigations. This role brings additional engineering depth to that work, particularly in troubleshooting SDKs and complex payments integrations.

This is a hands-on, player-coach role. You'll work directly on difficult cases while helping teammates develop their technical skills. We also want this hire to help lay the foundation for a potential Tier 3 support function.

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.

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.
• 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.
• 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.

Qualifications

• A foundation in software development through professional experience, coding education, or another hands-on path.
• Experience troubleshooting SDKs and working with APIs.
• Customer-facing technical experience and the ability to communicate clearly with customers.
• The ability to coach others and lead work without formal authority.
• Independent problem-solving and project ownership.
• Payments experience is strongly preferred.

Requirements

• Familiarity with Ruby on Rails and SDKs across React, Android, or iOS.
• Creating support processes, technical content, or tooling.
• Experience with Zendesk, Jira, or similar ticketing systems.
• Spanish-language proficiency.

Benefits

• Competitive salary + Equity.
• 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 employees.