Customer Service Engineer

This position is based in the United States and combines software engineering expertise with a strong customer-first mindset to solve complex technical challenges for developers integrating financial technology through SDKs, APIs, and other technical tools.

About the role

The Customer Service Engineer focuses on frontend debugging, API troubleshooting, technical guidance, and practical problem solving. You’ll create proof-of-concept implementations, help customers follow effective integration practices, and work closely with Product, Engineering, and technical writing teams to turn recurring customer issues into better products and documentation. This remote role offers a collaborative, autonomous environment alongside a global developer community.

Responsibilities

• Provide responsive, empathetic, and clear technical assistance through email, Slack, web forms, in-app support, and other channels while maintaining strong response, resolution, and customer satisfaction targets.
• Diagnose and resolve customer issues involving SDKs, APIs, integrations, and related technical tools, with particular emphasis on frontend environments.
• Investigate issues involving JavaScript frameworks, libraries, HTML, CSS, and customer implementations, identifying practical solutions and clearly communicating them to developers.
• Reproduce and analyze API-related issues using tools such as Postman and other debugging resources.
• Build proof-of-concept solutions to support sales and implementation efforts, and guide customers toward effective SDK integration practices.
• Partner with technical writers to develop and improve public FAQs, internal knowledge bases, and support resources based on recurring customer questions.
• Work with Product and Engineering teams to investigate technical problems, contribute to root-cause analyses, and advocate for customer-focused product improvements.
• Identify patterns in recurring customer issues and use those insights to help teams prioritize the most valuable technical and product improvements.
• Stay current on new features, functionality, SDK updates, and platform capabilities to provide accurate and effective customer guidance.
• Contribute to internal tools, workflows, and resources that improve the efficiency and quality of technical support.

Requirements

• 2–3 years of experience as a frontend engineer or in a comparable technical role.
• Proficiency with JavaScript, HTML, CSS, and modern frontend frameworks.
• Familiarity with RESTful APIs and practical experience interacting with and troubleshooting API integrations.
• Strong analytical, debugging, and problem-solving abilities, with the ability to investigate issues methodically and identify root causes.
• Experience with Postman or similar tools for reproducing and diagnosing API issues without necessarily writing code.
• Basic understanding of Git and standard version-control workflows.
• SQL experience is a plus; willingness to learn SQL is also valued.
• Excellent written and verbal communication skills, with the ability to translate complex technical concepts into clear guidance for different audiences.
• Genuine interest in helping customers succeed, understanding their needs, and turning technical challenges into positive experiences.
• Comfortable working across Customer Support, Product, Engineering, and documentation teams in a highly collaborative environment.
• Curious, resourceful, and comfortable learning new technologies and investigating unfamiliar problems.
• Strong ownership, autonomy, transparency, and willingness to contribute ideas and continuously improve processes.

Benefits

• Salary: $65,000–$80,000 annually, depending on experience, geography, and other relevant factors.
• 100% remote position within the United States.
• 401(k) matching contributions of up to 5% of salary.
• Competitive medical, dental, and vision insurance plans.
• Unlimited PTO, paid holidays, and sick leave.
• Generous parental leave.
• Learning stipend and a culture that actively encourages career growth.
• Home office stipend to support a productive remote setup.
• Employee stock options providing ownership in the company.
• Autonomous, transparent, trust-based environment where employees are encouraged to help one another, share ideas, and celebrate successes.
• Opportunity to work with an experienced team and engage with a global community of more than 2,000 developers.
• Flexible and casual culture focused on solving customer problems creatively and making complex technology easier to use.