Remote opportunity at
SpreedlySupport Engineer
Spreedly is seeking a Support Engineer to handle highly complex customer issues and connect the support and engineering departments. The employer is an intelligent payments platform…
Career Tools
About This Role
Spreedly is seeking a Support Engineer to handle highly complex customer issues and connect the support and engineering departments. The employer is an intelligent payments platform founded in 2007 and headquartered in Durham, North Carolina, providing a single API to connect merchants, platforms, and fintechs with numerous payment gateways and methods globally. This hands-on position requires spending about sixty percent of the time resolving difficult customer tickets, predominantly for top-tier…
Job Description
Spreedly is seeking a Support Engineer to handle highly complex customer issues and connect the support and engineering departments. The employer is an intelligent payments platform founded in 2007 and headquartered in Durham, North Carolina, providing a single API to connect merchants, platforms, and fintechs with numerous payment gateways and methods globally.
This hands-on position requires spending about sixty percent of the time resolving difficult customer tickets, predominantly for top-tier accounts. The remainder of the schedule involves conducting retrospectives, advocating for customers, executing cross-functional projects, and mentoring team members. The person in this role will also help establish the foundation for a potential Tier 3 support function.
The role suits an independent problem solver with a background in software development who can investigate code, analyze logs, and troubleshoot SDKs and APIs. Familiarity with payments is strongly preferred. Candidates must be authorized to work in the job location country without requiring sponsorship, and the employer cannot support remote employees living in New York.
Responsibilities
- Manage difficult technical investigations primarily for top-tier customer accounts
- Examine source code, review logs, and inspect API and SDK functionality to isolate bugs
- Recreate customer issues within test environments to verify findings prior to engineering escalation
- Draft clear engineering escalations detailing the problem, location, and potential solutions
- Contribute SDK troubleshooting expertise for the Checkout SDK and share technical knowledge across the team
- Assist with incident management, keep customers updated, and represent their needs across internal departments
- Analyze case patterns to lead retrospectives and introduce preventive improvements
- Enhance documentation, share investigation methodologies, and mentor support colleagues through technical hurdles
- Drive cross-functional projects from problem definition through final completion and rollout
Requirements
- Background in software development gained through professional work, coding education, or similar practical experience
- Familiarity with troubleshooting SDKs and working with APIs in a web environment
- Customer-facing technical background enabling clear communication during prolonged investigations
- Capacity to coach others and lead initiatives without formal authority
- Independent problem-solving skills and the ability to navigate ambiguity
Qualifications
- Prior payments industry experience
- Knowledge of Ruby on Rails and SDKs for React, Android, or iOS
- Experience building support processes, technical documentation, or tooling
- Familiarity with ticketing platforms like Zendesk or Jira
- Proficiency in the Spanish language
Core Skills
Benefits
- Competitive salary and equity for US-based employees
- Comprehensive medical and dental coverage, including a 100 percent employer-paid option
- Employer-paid life and disability insurance
- Optional vision, supplemental insurance, and flexible spending accounts
- Open paid time off policy alongside twelve weeks of paid leave for new parents
- Matching 401(k) plan offering five percent up to five thousand dollars yearly
- Annual professional development stipend of one thousand dollars
- Monthly digital lifestyle and home working stipend
- New MacBook and a one-time accessory reimbursement
- Access to professional coaching paid by the company
- Opportunities to visit the headquarters in Durham, North Carolina
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is the role located?
The posting indicates the location is remote, but specifies that the company cannot support remote employees who reside in New York.
What is the employment type?
The posting specifies that this is a full-time position.
What salary does the position offer?
The salary is not stated in the job posting.
Are there residency or work authorization restrictions?
Applicants must be legally authorized to work in the job location country without needing future sponsorship, and the company cannot provide employment sponsorship at this time. Additionally, remote workers living in New York are not supported.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.
