Support Engineer - Spreedly

About Spreedly

Spreedly is the Intelligent Payments Platform, enabling businesses to own their payments strategy with a single API connecting to 150+ payment gateways and 40+ payment methods globally. We provide intelligence for transaction routing, PCI Level 1 vaulting, fraud tools, and 3DS, helping customers navigate payment complexity and recover revenue. We tackle hard technical problems at scale, processing billions in annual transactions.

About the Role

Spreedly is seeking a Support Engineer to address our most complex customer issues and bridge the gap between support and engineering. You will investigate bugs, explain their impact, and provide engineering with the evidence and technical context needed for resolution.

You will join an international support team, with Tier 1 providing round-the-clock support and Tier 2 handling deeper technical investigations. This role adds engineering depth, particularly in troubleshooting SDKs and complex payments integrations.

This is a hands-on, player-coach role. You will work directly on difficult cases while helping teammates develop their technical skills. This hire will also help lay the foundation for a potential Tier 3 support function. Any future team leadership role is subject to leadership approval.

Approximately 60% of your time will focus on complex customer tickets, primarily from our top-tier accounts. The remaining time will involve retrospectives, customer advocacy, cross-functional projects, and coaching.

Responsibilities

• Own complex technical investigations, especially for top-tier customer accounts. This includes reading and navigating source code, analyzing logs, and inspecting API and SDK behavior to pinpoint issues.
• Reproduce customer issues in test environments to confirm findings before escalating to engineering.
• Build clear, actionable engineering escalations that explain the problem, its location, and potential resolution approaches, with engineering retaining final decisions on changes.
• Provide SDK troubleshooting expertise for our Checkout SDK to the support team, sharing knowledge in collaboration with engineering.
• Help manage incidents and keep customers informed, translating technical findings into clear explanations and advocating for their needs across departments.
• Identify recurring patterns across cases, lead retrospectives, and implement improvements to prevent repeat issues and reduce prolonged back-and-forth with engineering.
• Improve documentation, share investigation techniques, and coach support teammates through unfamiliar technical problems.
• Take ownership of cross-functional projects, from problem definition through completion and rollout.

Candidate 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. You should be able to guide teammates and collaborate effectively with engineering, even without a previous management title.
• Independent problem-solving and project ownership: you can work through ambiguity, advance an investigation, and know when to involve others.
• Payments experience is strongly preferred for a quick ramp-up into complex customer cases. Candidates demonstrating technical depth and learning ability without a payments background are also encouraged to apply.

Additional Skills We Value

• Familiarity with Ruby on Rails and SDKs across React, Android, or iOS.
• 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.