Own the technical support queue: triage incoming issues, establish severity, and set expectations with the client
Investigate failed, stuck, or missing transactions end to end request logs, session traces, transaction records, provider calls, webhook deliveries and produce a clear root cause
Distinguish client integration errors from platform defects, and say so plainly with the evidence behind it
Reproduce reported defects, isolate the cause, and hand engineering a report they can act on without re-investigating
Validate fixes once shipped and close the loop with the client
Supporting live integrations
Diagnose problems in clients' existing API integrations malformed requests, missed callbacks, incorrect retry handling, stale credentials
Advise clients on correct API usage when their implementation is the cause, with specific examples rather than a link to the docs
Keep API documentation and troubleshooting guides accurate as the platform changes, and correct them when a support ticket proves they were wrong
Working across teams
Translate client problems into engineering tickets with reproduction steps, impact, and affected records and translate engineering answers back into language a client's team can act on
Escalate production incidents, coordinate the response, and keep affected clients updated
Feed recurring issues back into the product the same ticket arriving three times is a product problem, and you are the one who surfaces it
Write and maintain internal runbooks so common issues stop requiring an engineer
Hands-on fixes
Ship small backend fixes yourself validation gaps, unclear error messages, misleading statuses, data corrections
Write the regression test that proves the issue is actually fixed
Improve internal tooling and admin surfaces that make investigation faster for the whole
Who You Are
Proficiency in NestJS and TypeScript; Go (Golang) is valuable
Profound knowledge of MongoDB and Mongoose ODM, including writing your own queries and aggregations to investigate data; SQL and PostgreSQL are a major need
Comfortable reading and debugging a large production codebase you did not write the single most important skill in this role
Able to design and consume RESTful APIs, and to explain them to a client's developer in plain terms
Proficient with unit testing frameworks, with a commitment to test-driven development and code reliability
Strong knowledge of design patterns, and of implementing security and data protection measures
Understanding of asynchronous programming and event-driven architecture and of why a message can arrive twice, late, or out of order
Experience with version control systems (e.g. Git), and the ability to write clean, maintainable code and take part in code review
Comfortable in the terminal, with logs, and with API tooling