Sphere Labs logo
Sphere Labs

Cross-border stablecoin payments for businesses and regulated institutions. Faster settlement, built on SphereNet.

Senior Software Engineer – Customer Success

Full-stack EngineerSoftware EngineerFull TimeRemoteSeniorTeam 11-50Since 2022H1B No SponsorCompany SiteLinkedIn

Location

United States

Posted

30 days ago

Salary

0

Seniority

Senior

Bachelor DegreeEnglishCloudReactTypeScript

Job Description

Senior Software Engineer – Customer Success

Sphere Labs

• 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.

Job 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.

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