Senior Software Engineer (Customer Success)

Responsibilities: — Develop internal tools, automations, and workflows to identify patterns in support volume, reduce manual effort, and increase team efficiency. — Manage engineering support end-to-end, including triaging issues, diagnosing root causes, and delivering code fixes when necessary. — Communicate directly with customers regarding technical issues, timelines, and resolutions. — Collaborate with product and engineering teams to improve platform supportability through better error messages, observability, and defaults. — Quantify impact and advocate for prioritization of support-related improvements. — Work towards reducing technical queries by aligning with product roadmaps. — Coordinate with customer support, onboarding, and payment operations teams to document workarounds and enable AI-assisted faster support. — Maintain accurate and useful customer-facing documentation to empower customers. Requirements: — Ability to find balanced solutions that consider expediency and future-proofing. — Strong programming fundamentals with comfort across the stack. — Proficiency in TypeScript, React, and NestJS. — Experience with API integrations, webhooks, and cloud platforms. — Excellent written communication skills for technical and non-technical audiences. — Self-directed with high ownership and ability to manage asynchronous workflows across time zones. — Familiarity with observability tools such as Sentry, structured logging, and distributed tracing is a plus. — Experience in fintech, payments, or developer-facing products is advantageous. Benefits: — Compensation is negotiable. The position is full-time and remote.