Senior Software Engineer (Customer Success)

Sphere Labs is building modern, compliance-native infrastructure for cross-border payments and settlement. The Senior Software Engineer will be responsible for developing internal tooling, diagnosing and resolving technical issues, and collaborating with various teams to enhance customer support and product functionality.

Responsibilities:

• 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. You’ll 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

Requirements:

• Leveraged mindset. You are 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) is a plus
• Experience in fintech, payments, or developer-facing products is a plus