Support Engineer

Banks call when something looks wrong. The Support Engineer is the first technical voice on the line, capable of opening logs, reading a covenant calculation, and explaining why the DSCR moved 0.04x without escalating to engineering for the easy ones.

When something is harder, you triage it cleanly and route it with a reproduction. Engineering treats your tickets as the highest-quality input they get.

What you'll do

• Front-line technical support for credit teams across our customer base.
• Investigate data flow issues: missing financials, extraction discrepancies, calculation questions, breach-alert noise.
• Triage and resolve roughly 80% of tickets without engineering escalation; route the rest with a clean repro.
• Build and maintain runbooks. Turn recurring patterns into product fixes through PRs or product tickets.
• Pair with implementation on customer cutover days.

What we look for

• 3+ years in technical support, solutions engineering, or QA at a B2B SaaS company.
• SQL fluency; you can join three tables to answer a customer's question.
• Comfortable enough in TypeScript / Node to read and trace code.
• Customer-facing voice: calm, exact, and never defensive.

Bonus

• Background in financial services, banking, or accounting software.
• Datadog, Sentry, or comparable observability tooling experience.
• Past life as an internal audit, controls, or operations analyst.

How we work

We measure response time and customer-reported severity, not ticket volume. The product team treats your runbooks as roadmap input. You will see issues you closed turn into permanent product improvements.