Support Engineer (Remote Contractor, Latin America)

Role Description

Rutter is the leading B2B2B unified API company that helps fintechs and banks integrate with SMB financial data. Our platform powers the next generation of embedded finance by connecting to accounting, commerce, banking, and payments systems so fintechs can build products that save SMBs time and money.

We are backed by a16z, and our customers include industry leaders such as PayPal, Capital One, Mercury, Parafin, Airwallex, and Payoneer. We also have a growing partner ecosystem that includes Intuit, Sage, Walmart, Taktile, Oscilar, and many others. Our infrastructure supports some of the most innovative fintech and banking products in the market today and is used by millions of SMBs.

We are looking for a dedicated technical support engineer, who would in part own providing technical support for all our customers. You’d be working very closely with our customers, product, and engineering teams to solve technical problems faced by our customers. We want someone who is a stickler for attention to details and someone who is not satisfied until a problem is well solved. There are lots of interesting and problems to solve here. Almost too many. As such, you’d be provided space to spread your wings and go for reach goals that interest you beyond your primary responsibilities.

Role Responsibilities

• Your main responsibility will be to help handle the first level of technical support for all of our customers.

• You will investigate, resolve, and/or triage incoming support tickets in a timely manner during business hours in Eastern Standard time (9am-5pm), and urgent issues from some select enterprise customers at all times.

• You will join a nighttime oncall rotation (5pm - 1am) in Eastern Standard time on weekdays only (Monday - Friday) to provide support for urgent issues as needed.

• You will collaborate with product, engineering and the broader organization to improve our customers' experience with Rutter.

• You may work on internal tooling, small coding changes, and other support-oriented side projects that will improve our support process.

What You Need to be Successful

• Must have high level of english proficiency

• Must be comfortable using tooling like Postman (or curl) to reproduce issues our customers face while using Rutter’s REST API.

• Must be able to read and/or write workable code (non-production quality - our support engineers often look at simple code for debugging customer issues) in a high-level language like python, typescript, or ruby.

• Must be proficient in SQL.

• Love working with customers and helping them be successful.

• Love asking lots of questions.

• Have a high attention to detail and are able to take a step back from individual tickets to look at the bigger picture.

• Experience in Technical Support or Software Engineering

What you'll get:

• A fast-paced, collaborative environment

• Generous paid time off, quarterly company-wide recharge days, and a wellness stipend