Spreedly Support Engineer at Spreedly handling complex customer issues and bridging support with engineering. Focus on troubleshooting SDKs and complex payments integrations while coaching teammates.
Responsibilities
Spreedly is looking for a Support Engineer to take on our most complex customer issues and bridge the gap between support and engineering. You'll go beyond identifying a bug: you'll investigate where it occurs, explain its impact, and give engineering the evidence and technical context needed to resolve it.
You'll join an international support team that serves customers, partners, prospects, and internal colleagues. Our Tier 1 team provides round-the-clock support, while Tier 2 handles deeper technical investigations. This role brings additional engineering depth to that work, particularly in troubleshooting SDKs and complex payments integrations.
This is a hands-on, player-coach role. You'll work directly on difficult cases while helping teammates develop their technical skills. We also want this hire to help lay the foundation for a potential Tier 3 support function. That expansion and any future team leadership role are subject to leadership approval, rather than guaranteed next steps.
We expect roughly 60% of your time to focus on complex customer tickets, most of them from our top-tier accounts. The remaining time will involve retrospectives, customer advocacy, cross-functional projects, and coaching.
