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Spreedly is the Intelligent Payments Platform that enables merchants, platforms, and fintechs to own their payments strategy through a single API connecting to 150+ payment gateways and 40+ payment methods across 100+ countries. Founded in 2007 and headquartered in Durham, NC, Spreedly processes billions of dollars in annual transactions and is expanding its product suite with new launches planned by end of 2026.
This Support Engineer role bridges the gap between customer support and engineering, taking ownership of the most complex technical issues. You'll investigate where problems occur, explain their impact, and provide engineering with the evidence and technical context needed for resolution. The role is approximately 60% focused on complex customer tickets from top-tier accounts, with the remaining time devoted to retrospectives, customer advocacy, cross-functional projects, and coaching teammates.
Key Responsibilities:
- Own complex technical investigations for top-tier customer accounts, including reading source code, analyzing logs, and inspecting API and SDK behavior to pinpoint issues
- Reproduce customer issues in test environments to confirm findings before escalation to engineering
- Build clear, actionable engineering escalations that explain the problem, its location, and potential resolution approaches
- Bring SDK troubleshooting expertise to support, particularly for the Checkout SDK, and share knowledge across the team in collaboration with engineering
- Manage incidents and keep customers informed by translating technical findings into clear explanations and advocating for customer needs across departments
- Identify recurring patterns across cases, lead retrospectives, and turn findings into improvements that prevent repeat issues
- 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
This is a hands-on, player-coach role where you'll work directly on difficult cases while helping teammates develop technical skills. The role is designed to help lay the foundation for a potential Tier 3 support function, though any expansion or future team leadership role is subject to leadership approval.
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 don't need a previous management title but should be able to guide teammates and collaborate effectively with engineering
- Independent problem-solving and project ownership: ability to work through ambiguity, move an investigation forward, and know when to bring others in
- Payments experience is strongly preferred as it will help you ramp quickly into complex customer cases; candidates without payments background are welcome if they can demonstrate technical depth and learning ability
Additional Skills Valued:
- Familiarity with Ruby on Rails and SDKs across React, Android, or iOS
- Experience 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
