As a Senior Software Engineer on the Customer Success team, you'll design and implement internal systems that streamline support operations, reduce manual work, and accelerate response times. Your work will directly influence how quickly and effectively we resolve customer issues by building smart automations, improving diagnostic capabilities, and enhancing workflow efficiency.
Key Responsibilities
- Develop custom tooling and backend services to detect trends in support demand, enabling proactive improvements.
- Take full ownership of technical support issues—from initial triage through root cause analysis to deploying production fixes, including writing and releasing code when necessary.
- Communicate clearly with customers during incident resolution, providing accurate timelines and technical context.
- Collaborate with product and engineering teams to advocate for changes that reduce support load, such as clearer error messaging, better defaults, and enhanced system visibility.
- Help shape the product roadmap by identifying high-impact areas where engineering improvements can prevent recurring technical inquiries.
- Work closely with support, onboarding, and payments operations to ensure temporary solutions are documented and leveraged by AI systems to improve self-service.
- Maintain and refine customer-facing technical documentation to empower users to resolve issues independently.
What We’re Looking For
You have strong full-stack development experience and a practical approach to solving problems efficiently without sacrificing long-term maintainability. You're comfortable navigating production systems, tracing bugs through logs, and shipping reliable fixes with minimal oversight.
Proficiency in TypeScript, React, and NestJS is essential. Experience integrating APIs, managing webhooks, and working on cloud-based platforms is required. You write clean, readable code and communicate technical details effectively—both to engineers and non-technical stakeholders.
A self-driven mindset is critical. You can manage a dynamic backlog, prioritize based on impact, and drive progress across time zones using asynchronous workflows.
Nice-to-Have Experience
- Working knowledge of observability tools such as Sentry, structured logging, or distributed tracing systems.
- Background in fintech, payments infrastructure, or developer-focused products.
Environment & Culture
This is a fully remote role with team members distributed globally. We emphasize clear communication, independent initiative, and systematic problem-solving. You'll work alongside regulated institutions, helping build trusted financial systems that meet compliance standards from the ground up.
You’ll contribute to a mission focused on transforming how money moves worldwide, with the potential for significant impact in an early-stage, well-supported company.
