Описание

Sphere builds payments infrastructure for merchants.

Build internal tooling, automations, and workflows that allow to identify patterns in support volume, reduce manual effort and make the team faster
Own engineering support end-to-end: triage incoming issues, diagnose root causes, and resolve them, including writing and shipping code fixes directly when the problem warrants it
Engage directly with customers in the context of support and communicate clearly on technical issues, timelines, and resolutions
Partner with product and engineering to define work that makes the platform easier to support: better error messages, smarter observability, improved defaults
Quantify the impact and make the case for prioritization
Work together with product, engineering towards a product roadmap aiming reducing the number of technical queries received by support
Collaborate with customer support, onboarding and payment ops teams to ensure workarounds are documented and used by AI to faster customer support
Own our customer facing documents, ensuring accuracy and usefulness so customers can unblock their own agency

Leveraged mindset: able to find the best solution for a given problem that balances expediency and future-proofing
Strong programming fundamentals and comfort working across the stack: you can read production code, trace a bug through logs, and ship a fix without a lot of handholding
Proficient in TypeScript, React and NestJS
Experience with API integrations, webhooks, and cloud platforms
Excellent written communication: you can explain a technical issue precisely to a developer and clearly to a non-technical stakeholder, without losing accuracy in either direction
Self-directed and high ownership: you can manage an open queue, triage by impact, and keep things moving asynchronously across time zones

Familiarity with observability tooling (Sentry, structured logging, distributed tracing)
Experience in fintech, payments, or developer-facing products

Senior Software Engineer (Customer Success)