Senior·Software·Engineer (Customer Success) #Engineering

О вакансии

Чем предстоит заниматься

• 1️⃣ Build internal tooling, automations, and workflows that allow to identify patterns in support volume, reduce manual effort and make the team faster.
• 2️⃣ Own engineering support end-to-end. You'll triage incoming issues, diagnose root causes, and resolve them, including writing and shipping code fixes directly when the problem warrants it.
• 3️⃣ Engage directly with customers in the context of support and communicate clearly on technical issues, timelines, and resolutions.
• 4️⃣ 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.
• 5️⃣ Work together with product, engineering towards a product roadmap aiming reducing the number of technical queries received by support.
• 6️⃣ Collaborate with customer support, onboarding and payment ops teams to ensure workarounds are documented and used by AI to faster customer support.
• 7️⃣ Own our customer facing documents, ensuring accuracy and usefulness so customers can unblock their own agency

Что нужно для работы

• 1️⃣ Leveraged mindset. You are able to find the best solution for a given problem that balances expediency and future-proofing.
• 2️⃣ 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.
• 3️⃣ Proficient in #TypeScript, #React and #NestJS.
• 4️⃣ Experience with API integrations, webhooks, and cloud platforms.
• 5️⃣ 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.
• 6️⃣ Self-directed and high ownership. You can manage an open queue, triage by impact, and keep things moving asynchronously across time zones.
• 7️⃣ Familiarity with observability tooling (Sentry, structured logging, distributed tracing) is a plus.
• 8️⃣ Experience in fintech, payments, or developer-facing products is a plus.