Support Engineer

About Us: Spreedly is the Intelligent Payments Platform for businesses that want to own their payments strategy. Founded in 2007 and headquartered in Durham, NC, we give merchants, platforms, and fintechs a single API to connect to 150+ payment gateways and 40+ payment methods across 100+ countries, along with the intelligence to decide where every transaction should go. We're vendor-agnostic by design. Our customers choose their providers, keep their payment data portable, and never have to rebuild their stack to adopt something new. Payments are getting more complex, not less. Every new market, payment method, fraud tool, and now every AI agent checking out on a shopper's behalf adds another integration and another decision. Spreedly turns that complexity into an advantage. Our PCI Level 1 vault keeps cards and network tokens portable across providers. Smart routing and retries recover revenue lost to avoidable declines. Fraud and 3DS tools plug in with a single API call. And our payments intelligence turns transaction data into decisions merchants can act on. As agentic commerce moves from experiment to real sales channel, we're building the infrastructure that lets merchants accept agent-initiated payments through the providers they already trust. For the people who work here, that means hard technical problems at real scale, billions of dollars in annual transactions, at a moment when the rules of commerce are being rewritten. If you want ownership and work that shows up directly in your customers' revenue, you'll fit right in. About the Role 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. Responsibilities • Own complex technical investigations, particularly for our 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 so findings are confirmed before they reach engineering. • Build clear, actionable engineering escalations that explain the problem, where it occurs, and potential approaches to resolving it, with engineering retaining final decisions on changes. • Bring SDK troubleshooting expertise to support for our Checkout SDK and share that knowledge across the team in collaboration with engineering. • Help manage incidents and keep customers informed, translating technical findings into clear explanations and advocating for their needs across departments. • Identify recurring patterns across cases, lead retrospectives, and turn findings into improvements that prevent repeat issues and reduce prolonged back-and-forth with engineering