Senior Software Engineer (Customer Success)

Sphere Labs builds compliance-native infrastructure for cross-border payments and settlement. The Senior Software Engineer (Customer Success) builds tools and workflows to improve support and owns technical issue resolution, customer communication, and customer-facing documentation.

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