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Atomic Invest is a fast-growing fintech company that powers financial infrastructure for consumer-facing companies, enabling them to offer investing experiences across 60 global markets. The company has raised $55M and is scaling rapidly.
You will join the Solutions Engineering function as a Partner Support Engineer, reporting to the Head of Solutions Engineering. This role owns strategic, white-glove technical support for Atomic's growing partner base, serving as the front line for complex inbound requests from partners.
Key Responsibilities:
Incident Triage & Issue Resolution: Own complex technical inbound partner requests on production issues, performing root-cause analysis and delivering responses within SLA. Triage incoming issues to determine whether problems stem from partner configuration errors, documentation gaps, or genuine platform defects requiring engineering tickets. Help non-technical internal teams (Partnerships, Customer Support) resolve operational and integration-related issues requiring technical depth.
API & Integration Support: Read and debug API traffic, webhooks, and integration behavior to diagnose partner issues without escalating by default. Provide precise, written technical explanations to partner engineering teams under time pressure. Identify recurring integration patterns and common failure modes, feeding insights back to Engineering and Documentation teams.
Partner Operations at Scale: Manage an increasing volume of partner support requests as Atomic's partner base grows. Maintain and improve internal tooling, runbooks, and documentation to enable faster resolution and reduce repeat issues. Collaborate with the Partnerships team to ensure seamless post-launch support for newly onboarded partners.
Cross-Functional Collaboration: Partner with Engineering to escalate genuine platform defects with clear reproduction steps and business context. Work with Customer Support to align on resolution workflows for end-user issues tracing back to partner integrations. Contribute to development of self-service resources and partner-facing documentation.
Requirements:
- 3–5 years of experience in solutions engineering, technical support engineering, or partner/customer support engineering roles
- Experience owning inbound technical requests against a service-level agreement in B2B or platform contexts
- Proven ability to read and debug API traffic, webhooks, and integration behavior without escalating by default; experience building and replaying requests with curl or Postman; ability to read raw HTTP requests and responses (headers, status codes, JSON payloads)
- Hands-on experience with RESTful APIs, JSON payloads, HTTP status codes, and common integration patterns
- Webhook debugging expertise: delivery and retries, signature verification, diagnosing missed, late or duplicate events
- Working knowledge of API authentication (API keys, HMAC request signing), idempotency keys, and retry behavior
- SQL proficiency: write your own queries (joins, filters, aggregates) against PostgreSQL to trace records
- Scripting in Python or similar to reproduce issues, automate checks, and build internal tools
- Log and trace search in Datadog (or Splunk or similar), following a single request across services by trace ID
- Ability to read backend source code, ideally Go, to confirm platform behavior and find root causes (you will not ship product features but will read code to diagnose issues)
- Comfortable with Git/GitHub for reading code, history, and pull requests
- Clear, precise technical writing for partner engineering teams under time pressure; judgment to distinguish partner configuration errors from documentation gaps from real platform defects
- Ability to work independently, prioritize across multiple concurrent issues, and manage SLA timelines
- Strong communication skills for collaborating with both technical and non-technical stakeholders
Nice to Have:
- Prior experience at a B2B API platform or financial infrastructure company
- Experience writing partner-facing documentation, integration guides, or runbooks
- Temporal (reading workflow history), gRPC/Protocol Buffers, Retool
- Money movement and brokerage knowledge: ACH, wire/Fedwire, ACATS, custody, KYC/KYB, transaction monitoring
- Plaid or other bank-linking integrations; Svix or similar webhook infrastructure
- Incident and ticketing tools: PagerDuty, Jira/Jira Service Management, Confluence
