Support Engineer

Own customer technical issues end-to-end by diagnosing production systems, configuration, integrations, and data flows. The role requires 3–6+ years of technical support or implementation experience, strong debugging skills, and a full-time in-office presence in New York City.

About the job

Responsibilities

Debug independently by tracing system state, configuration, workflows, and data flow across production environments.
Own support tickets from first response through confirmed resolution.
Diagnose issues spanning classification logic, pricing and fees, scheduling, objection handling, and other configurable behaviors.
Use internal tooling and AI-assisted workflows to investigate and resolve issues efficiently.
Maintain operational rigor in triage, prioritization, and customer communication.
Surface recurring failure patterns that inform product and engineering improvements.
Partner with Solutions Engineers and Engineering to address deeper product gaps and push fixes upstream.

Requirements

3–6+ years in a technical, execution-heavy role such as Support Engineer, Solutions Engineer, or Implementation Engineer.
Strong debugging instincts and comfort operating in production environments without a complete playbook.
Familiarity with APIs, integrations, webhooks, and configuration-driven systems.
Ability to reason through complex system behavior from first principles rather than simply following runbooks.
Clear, direct communication, including the ability to explain what happened, why, and how it was addressed.
Strong ownership and a bias toward solving problems rather than routing tickets.
Self-motivated, entrepreneurial, autonomous, organized, and comfortable with ambiguity and multiple initiatives.
Effective collaboration and communication skills.
Willingness to work in person full time at the NYC office.

Compensation & Benefits

Base salary: $120,000–$150,000.
Total compensation includes base salary, bonus, equity, and benefits.
Medical, dental, and vision insurance.
Company-sponsored 401(k).
Flexible paid time off and U.S. federal holidays.
Company-wide off-sites.
Daily in-office lunch.
Dinner when working late.
Commuter benefits and late-night rideshare.
Standing desks and workspace accommodations upon request.
Core tools and software provided.

Skills

APIs, Webhooks, Integrations, Debugging, Production Systems, Configuration Management, Data Flow, Ticket Triage, Ai-Assisted Workflows, Classification Logic