Support Engineer

🕒 October 14

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Open for 27 days.
• Jobs at this company usually fill in 74 days.
• No salary listed.

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Spreedly

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2013

💼 Consulting

📦 Logistics

💳 Fintech

💰 $75M Private Equity Round on 2019-11

Consulting • Logistics • Fintech

Spreedly is a payment orchestration platform that helps merchants, merchant aggregators, and fintech companies optimize and scale their payment operations. By providing access to a wide ecosystem of hundreds of gateways, PSPs, and fraud tools across multiple currencies, Spreedly allows businesses to manage complex payment infrastructures with ease. Their platform supports billions of global transactions, offering cross-industry intelligence to enhance transaction success rates. With a focus on flexible and secure payment solutions, Spreedly stores over a billion payment methods in a PCI-Level 1 compliant vault, minimizing regulatory burdens for its users.

📋 Description

• Own complex technical investigations, particularly for 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 before escalating findings to engineering • Build clear, actionable engineering escalations explaining the problem, location, and potential resolution approaches • Bring Checkout SDK troubleshooting expertise to support and share knowledge across the team with engineering • Help manage incidents, keep customers informed, translate technical findings clearly, and advocate for customer needs • Identify recurring patterns, lead retrospectives, and turn findings into improvements that prevent repeat issues • Improve documentation, share investigation techniques, and coach support teammates • Own cross-functional projects from problem definition through completion and rollout • Spend approximately 60% of time on complex customer tickets; remaining time on retrospectives, customer advocacy, cross-functional projects, and coaching

🎯 Requirements

• A foundation in software development through professional experience, coding education, or another hands-on path, with the ability to investigate code and explain technical findings • Experience troubleshooting SDKs and working with APIs, including understanding how integrations behave in a web environment • Customer-facing technical experience and the ability to communicate clearly with customers during complex or prolonged investigations • The ability to coach others and lead work without formal authority; previous management title not required • Independent problem-solving and project ownership; ability to work through ambiguity, move an investigation forward, and know when to bring others in • Payments experience strongly preferred, but candidates without a payments background may be considered if they demonstrate the required technical depth and learning ability • Familiarity with Ruby on Rails and SDKs across React, Android, or iOS • Experience creating support processes, technical content, or tooling, including practical applications of AI in support • 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 employee

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