Technical Support Engineer

What You'll Do
Technical Escalations & Troubleshooting

Own Tier 2/Tier 3 escalations for payment processing failures, API integration issues, and SaaS platform bugs — from triage through resolution.
Troubleshoot complex technical issues across payment rails, third-party integrations, and internal systems including PostgreSQL, Firebase, and JetAdmin.
Partner with Product and Engineering to surface, document, and drive resolution of systemic issues.
Serve as a technical resource and escalation point for frontline support agents, without direct management responsibility.
Maintain clear, thorough documentation of issue patterns, root causes, and resolutions to accelerate future troubleshooting.
AI Agent & Tooling Development

Design, build, and maintain AI agents and automated workflows that improve support team efficiency and reduce manual ticket volume.
Identify high-friction support processes and prototype tooling solutions — from AI-assisted triage to automated resolution flows.
Collaborate with internal stakeholders to define requirements, test solutions, and iterate based on real support outcomes.
Stay current on AI tooling and automation approaches relevant to support engineering.
What We Are Looking For
4+ years in technical support, support engineering, or a related technical role supporting SaaS products.
2+ years of hands-on experience with payment processing systems (payment rails, processors, reconciliation flows, or similar).
Demonstrated experience building AI agents, automation workflows, or internal tooling (LLM-based or otherwise).
Strong technical troubleshooting skills — comfortable digging into API logs, database queries, and integration failures without a clear playbook.
Familiarity with tools such as PostgreSQL, Firebase, and JetAdmin.
Excellent written communication skills; able to document complex issues clearly for both technical and non-technical audiences.
Comfortable working independently with minimal supervision in a fast-paced, high-growth environment.
Experience in fintech, payments, or startup environments preferred.
Must be located on the East Coast or available to work 9am–5pm EST.
Why You'll Love Working Here
Competitive base salary ranging from $110,000 - $120,000

Skills Required
4+ years in technical support, support engineering, or a related technical role supporting SaaS products.
2+ years of hands-on experience with payment processing systems (payment rails, processors, reconciliation flows).
Demonstrated experience building AI agents, automation workflows, or internal tooling (LLM-based or otherwise).
Strong technical troubleshooting skills; comfortable analyzing API logs, database queries, and integration failures.
Familiarity with PostgreSQL, Firebase, and JetAdmin.
Excellent written communication skills for technical and non-technical audiences.
Ability to work independently with minimal supervision in a fast-paced, high-growth environment.
Experience in fintech, payments, or startup environments.
Located on the East Coast or available to work 9am - 5pm EST.