Support Engineer

Spreedly

. Own complex technical investigations, particularly for top-tier customer accounts .

Posted 10/14/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in troubleshooting SDKs and APIs, with a strong foundation in software development and the ability to communicate technical findings effectively to customers. Proven experience in project ownership, independent problem-solving, and coaching support teams to enhance customer advocacy and improve support processes.

Highest-signal resume keywords

SDK TroubleshootingAPI IntegrationCustomer AdvocacyProject OwnershipRuby On Rails

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Software DevelopmentTroubleshootingTechnical InvestigationCode AnalysisIncident ManagementSupport Process CreationTechnical Content DevelopmentAI Applications in Support

Soft Skills

Clear CommunicationCoachingIndependent Problem-SolvingLeadership Without Authority

Tools & Technologies

ZendeskJira

Industry Keywords

Payments ExperienceCustomer-Facing Technical ExperienceRetrospectivesCross-Functional ProjectsSpanish Language Proficiency

Tech Stack

Tools & technologies

AndroidiOSReactRubyRuby on Rails

About the role

Key responsibilities & impact

Own complex technical investigations, particularly for top-tier customer accounts
Read and navigate source code, analyze logs, and inspect API and SDK behavior to pinpoint issues
Reproduce customer issues in test environments before escalating findings to engineering
Build clear, actionable engineering escalations explaining the problem, location, and potential resolution approaches
Bring Checkout SDK troubleshooting expertise to support and share knowledge across the team with engineering
Help manage incidents, keep customers informed, translate technical findings clearly, and advocate for customer needs
Identify recurring patterns, lead retrospectives, and turn findings into improvements that prevent repeat issues
Improve documentation, share investigation techniques, and coach support teammates
Own cross-functional projects from problem definition through completion and rollout
Spend approximately 60% of time on complex customer tickets; remaining time on retrospectives, customer advocacy, cross-functional projects, and coaching

Requirements

What you’ll need

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; previous management title not required
Independent problem-solving and project ownership; ability to work through ambiguity, move an investigation forward, and know when to bring others in
Payments experience strongly preferred, but candidates without a payments background may be considered if they demonstrate the required technical depth and learning ability
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

Benefits

Comp & perks

Competitive salary + Equity
Outstanding Medical and Dental benefits, including 100% employer-paid option
Company-paid Life and Disability insurance
Optional vision and supplemental insurance options, and various Flexible Spending Accounts (FSA)
Open Paid Time Off policy + 12 weeks of paid leave for new parents
Matching 401(k) plan (5% up to $5,000 yearly)
$1,000 annual professional development stipend
Monthly home working/digital lifestyle stipend, new MacBook, and one-time accessory reimbursement
Access to company-paid professional coaching service
Visits to HQ in Durham, North Carolina for remote employee