Senior Software Engineer (Customer Success)

What You'll Do

• Build internal tooling, automations, and workflows that allow to identify patterns in support volume, reduce manual effort and make the team faster.
• Own engineering support end-to-end. You’ll triage incoming issues, diagnose root causes, and resolve them, including writing and shipping code fixes directly when the problem warrants it.
• Engage directly with customers in the context of support and communicate clearly on technical issues, timelines, and resolutions.
• Partner with product and engineering to define work that makes the platform easier to support: better error messages, smarter observability, improved defaults. Quantify the impact and make the case for prioritization.
• Work together with product, engineering towards a product roadmap aiming reducing the number of technical queries received by support.
• Collaborate with customer support, onboarding and payment ops teams to ensure workarounds are documented and used by AI to faster customer support.
• Own our customer facing documents, ensuring accuracy and usefulness so customers can unblock their own agency

What We're Looking For

• Leveraged mindset. You are able to find the best solution for a given problem that balances expediency and future-proofing.
• Strong programming fundamentals and comfort working across the stack. You can read production code, trace a bug through logs, and ship a fix without a lot of handholding.
• Proficient in TypeScript, React and NestJS.
• Experience with API integrations, webhooks, and cloud platforms.
• Excellent written communication. You can explain a technical issue precisely to a developer and clearly to a non-technical stakeholder, without losing accuracy in either direction.
• Self-directed and high ownership. You can manage an open queue, triage by impact, and keep things moving asynchronously across time zones.
• Familiarity with observability tooling (Sentry, structured logging, distributed tracing) is a plus.
• Experience in fintech, payments, or developer-facing products is a plus.