[Hiring] Support Engineer @Polar

Role Description

We’re hiring a Part-time Support Engineer to help provide exceptional support to our merchants. This role is ideal for someone who wants to work part-time alongside studies or other commitments, with a developer background who enjoys problem-solving, working directly with customers and thinking in systems - not just tickets. You’ll operate as an extension of the core team during off-hours, ensuring that merchants get unblocked quickly while continuously improving how support is delivered.

• Support merchant experience:
  • Own developer interactions across support channels (tickets and GitHub).
  • Deliver fast, clear, and high-quality responses that unblock merchants.
  • Identify gaps in documentation and opportunities to improve self-serve.
• Account reviews & risk awareness:
  • Operate and evolve automated account review workflows.
  • Apply judgement on edge cases and improve balance between speed, compliance, and merchant experience.
• Triage, debugging & resolution:
  • Diagnose issues end-to-end and reproduce bugs.
  • Route effectively (docs, fixes, or escalation).
  • Identify patterns beyond individual tickets.
• AI-first support & operational leverage:
  • Use AI, scripts, and internal tooling to improve response quality.
  • Build lightweight automations and continuously evolve our knowledge base.
• Feedback loops into product:
  • Turn recurring friction and real-time customer interactions into structured insights.
  • Drive improvements across product, APIs, documentation, and internal systems.

Qualifications

• Strong merchant empathy - care deeply about unblocking users and creating a great merchant experience.
• Treat support as a core part of the product - spotting recurring issues and closing documentation gaps.
• AI-first and systems thinking - approach support as a system to continuously improve.
• Feedback loop mindset - translate support patterns into structured insights.
• High ownership and autonomy - comfortable operating independently in a small team.
• Strong communication and handover discipline - document context, decisions, and open threads clearly.

Requirements

• Developer background with the ability to debug real-world integration issues.
• Strong SQL skills and ability to reason about data when troubleshooting.
• Comfortable in Linux/Unix environments and using command-line tools.
• Familiarity with GitHub (Issues, Discussions) and developer workflows.
• Ability to clearly explain technical concepts.

Experience

• ~2 years of experience across engineering, support, or similar technical roles.
• Experience working directly with customers or developers in a product or support-facing capacity.
• Demonstrated ability to solve ambiguous problems and go beyond one-off fixes.

Benefits

• Meaningful ownership: Small team & large surface area. Directly influence how the company and platform scale.
• Product-driven culture: Build to empower the next generation of software companies.
• Competitive compensation: Salary aligned with the impact of the role.
• Exceptional team: Work with highly talented team members distributed across Europe.
• Remote-first environment: Work from anywhere in Europe.

How We Hire

Polar is a remote-first company, with team members across Europe, and our hiring process is fully remote via video calls and email.

• Application Review: We review your application and previous work.
• Intro call: A short conversation with Birk (Founder and CEO) to learn more about you.
• Take-home Assignment: A practical exercise designed to reflect the kind of problems you would work on in the role.
• Assignment Review: We review your assignment and feedback together.
• Team Conversations: 2-3 video calls to meet future team members.
• Offer 🎉
• Reference Calls