[Hiring] Partnership Support Engineer @Wheelhouse

Role Description

This role involves ensuring the reliability and scalability of external integrations, including APIs and partner platforms.

• Investigate integration issues and debug complex cross-system behavior
• Collaborate directly with partner technical teams
• Resolve problems or triage effectively to internal engineers
• Build tools, diagnostics, and automation for independent operation
• Establish processes for capturing and handling bugs and partnership asks
• Build process flows and internal tooling to empower non-engineers

Qualifications

• 2–4+ years of experience in technical support, QA engineering, software engineering, or technical project management
• 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
• 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

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)
• 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!