Support Engineer

Responsibilities

• Own support tickets from first response through confirmed resolution.
• Debug independently by tracing system state, API logs, authorizer decisions, webhook delivery, and production data flows.
• Diagnose issues across card issuance, authorization decisioning, transactions and settlement, webhooks, account-holder KYC, disputes, and configurable platform behaviors.
• Use Snowflake, dbt marts, Grafana/Loki, Retool, Metabase, internal tools, and AI-assisted workflows to investigate and resolve issues.
• Maintain rigor in triage, prioritization, SLA adherence, and customer communication.
• Identify recurring failure patterns and drive permanent product and engineering fixes.
• Contribute to The Vault knowledge base and create the documentation needed to resolve future tickets.
• Create and update internal tooling using Metabase, Retool, Grafana, and Snowflake.
• Partner with Engineering, Product, Solutions, and Product Delivery to improve the platform and customer communications.

Requirements

• 3+ years in a technical, execution-focused role such as Support Engineer, Solutions Engineer, Implementation Engineer, or TAM.
• Experience ideally in fintech, payments, or developer-platform B2B SaaS.
• Strong debugging skills and comfort operating in production environments without a complete playbook.
• Experience using and debugging REST APIs, webhooks, and configuration-driven systems.
• Familiarity with OpenAPI specifications, JSON payloads, and HTTP calls.
• Ability to independently write SQL queries against a data warehouse; experience with Snowflake and dbt.
• Ability to reason through complex system behavior from first principles.
• Clear, direct written communication for internal and customer-facing audiences.
• Strong ownership and ability to work independently in a remote environment.
• Comfort using LLMs and coding assistants such as Claude Code or Cursor.
• Experience with ticketing systems such as Zendesk, Jira, or equivalent.

Compensation and Benefits

• Unlimited PTO.
• 12 weeks of fully paid parental leave.
• Four-week fully paid sabbatical after five years.
• Work from anywhere in the world for four weeks each year.
• 3% cashback on card purchases through a complimentary employee account.
• Health, vision, and dental insurance; HSA contribution match.
• 401(k) match.
• Voluntary life insurance and STD/LTD.
• NYC-based employees work from the SoHo office three days per week, with Tuesdays and Thursdays as core days.
• In-office employees receive commuter benefits and catered lunch on Tuesdays and Thursdays.