Support Engineer

Flex

. Triage and respond to daily merchant and customer tickets via Slack and Pylon .

Posted 10/27/2026full-timeRemote • United StatesMid-LevelSenior💰 $105,000 - $125,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong written communication skills and a customer-first mindset while effectively collaborating with cross-functional teams to enhance customer support and internal tooling. Proficient in utilizing technical tools such as Retool and SQL to improve workflows and ensure high customer satisfaction.

Highest-signal resume keywords

APIs UnderstandingSQL ProficiencyRetool ExperienceStrong Written CommunicationCustomer-First Mindset

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

APIs UnderstandingSQL ProficiencyRetool ExperienceJSON FamiliarityPostman Knowledge

Soft Skills

CuriosityResourcefulnessInitiativeAdaptability

Tools & Technologies

SlackPylonMetabase

Industry Keywords

Customer SupportSLA TargetsDocumentationData ValidationInternal Tooling

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Triage and respond to daily merchant and customer tickets via Slack and Pylon
Ensure SLA targets are met and maintain high customer satisfaction
Deliver clear, thoughtful, technically sound responses across internal and external communications
Work with Engineering, Product, and Operations to unblock support issues and escalate bugs or system issues
Contribute to internal tooling using Retool, Metabase, and SQL
Collaborate on internal projects such as bulk editing workflows, data validation tools, and process documentation
Ensure internal teams have the tools and visibility needed for a strong customer experience
Partner with Engineering to test new product functionality, edge cases, and backend fixes before rollout
Build and maintain documentation for support workflows, product edge cases, and tooling tips
Improve ticket tagging, categorization, and data structure for reporting and insights

Requirements

What you’ll need

Foundational understanding of APIs, JSON, Postman, and Retool
Curiosity, resourcefulness, and comfort picking up technical tools on the fly
Strong written communication skills and a customer-first mindset
Initiative and ability to thrive in fast-paced, scrappy environments
Willingness to wear many hats and build something from scratch
Legally authorized to work in the United States
Must answer whether US employment visa sponsorship is required

Benefits

Comp & perks

Equity compensation with competitive salary
Medical, dental, and vision plans
Unlimited PTO and sick days
Paid parental leave
Flexible, remote-first team
Quarterly in-person meetups
Work directly with founders and leadership on high-impact initiatives