Summary

Role Summary

We’re seeking a talented Technical Support Engineer (Tier III) who combines deep technical expertise with strong customer engagement skills. In this role, you’ll troubleshoot and resolve complex backend issues on our platform while providing direct, empathetic support to customers and partners. Your ability to navigate both technical challenges and customer interactions will be key to maintaining seamless operations and delivering outstanding satisfaction. This position unlocks significant career growth across engineering, support, and partnerships, offering opportunities to learn and develop rapidly within our dynamic startup environment.Duties/Responsibilities

Provide details of the responsibilities associated with the position below:

Technical Problem Solving:

1. Investigate and resolve complex technical issues reported by customers and escalated by Customer Success in Intercom.
2. Debug and fix backend bugs related to payments, APIs, and integration partners.
3. Work with external partners to diagnose and resolve API/SDK issues.

Customer & Partner Communication:

1. Engage with customers and partners via tickets in Intercom to resolve Tier III issues with empathy and clarity.
2. Provide timely updates to customers while collaborating with Customer Success to ensure consistent communication.
3. Handle escalations with skill and a customer-first mindset.

Proactive System Improvements:

1. Develop internal tools, typically through Retool, to improve efficiency for the Customer Success team and enable self-service for customers.
2. Identify and implement automations and integrations between support tools (Intercom) and internal systems to streamline operations.

Required Skills

Technical Skills:

1. Strong debugging and troubleshooting experience in production environments.
2. Proficiency in backend technologies (Typescript, Nodejs, GraphQL, NoSQL).
3. Familiarity with payment systems, integration with external APIs and SDKs, and crypto fundamentals (e.g., Etherscan, gas fees).

Customer-Facing Skills:

1. Exceptional communication skills for working with customers, partners, and internal teams.
2. Familiar with Intercom and leading ticketing systems, ideally with integration APIs.
3. A track record of handling complex technical tickets with empathy and professionalism.
4. Ability to translate technical solutions into clear, actionable updates for customers and stakeholders.

Other Key Traits:

1. Independent and proactive in resolving issues and improving systems.
2. Comfortable working in a dynamic, startup environment with cross-functional collaboration.

Education and Experience

Essential to have experience both software engineering and customer support.

Additional Requirements or Expectations Specific to the Position

1. Location: Remote. Preference for US time zones for customer support, with some overlap with EU time zone for collaboration with engineering. e.g. at least 4 hours overlapping with 9 AM – 8 PM EST (US Eastern).
2. Hours: Part-time, 10-20 hours per week, with flexibility to increase hours in burst during peak times or outages.
3. Employment Type: Flexible; open to part-time, full-time, or on-call, depending on the candidate and location.

Please share public profile (LinkedIn), list of relevant experience (and # years) and a statement explaining why you are a good fit for the job and why you are interested.

Skills

• Client Servicing
• Communications Skills
• Problem Solving
• Software Engineering
• Team Collaboration

Other Benefits

Flexible hours and payment