Support Engineer

About Us: Spreedly is the Intelligent Payments Platform for businesses that want to own their payments strategy. Founded in 2007 and headquartered in Durham, NC, we give merchants, platforms, and fintechs a single API to connect to 150+ payment gateways and 40+ payment methods across 100+ countries, along with the intelligence to decide where every transaction should go. We're vendor-agnostic by design. Our customers choose their providers, keep their payment data portable, and never have to rebuild their stack to adopt something new.

Payments are getting more complex, not less. Every new market, payment method, fraud tool, and now every AI agent checking out on a shopper's behalf adds another integration and another decision. Spreedly turns that complexity into an advantage. Our PCI Level 1 vault keeps cards and network tokens portable across providers. Smart routing and retries recover revenue lost to avoidable declines. Fraud and 3DS tools plug in with a single API call.

And our payments intelligence turns transaction data into decisions merchants can act on. As agentic commerce moves from experiment to real sales channel, we're building the infrastructure that lets merchants accept agent-initiated payments through the providers they already trust. For the people who work here, that means hard technical problems at real scale, billions of dollars in annual transactions, at a moment when the rules of commerce are being rewritten.

If you want ownership and work that shows up directly in your customers' revenue, you'll fit right in. As a Support Engineer at Spreedly, your main role will be responding to inbound support requests from our customers in a timely fashion and ensuring they have an exceptional customer experience. You will become an expert in our product's functionality and will be able to provide technical guidance to our customers when they require it.

You will spend time answering technical questions, gathering required data from customers, troubleshooting, researching, and trying to reproduce any issues before logging internal bug tickets. By being an internal advocate for our customers, you will help reduce any friction time they experience along the way - joining customer calls when needed and facilitating investigations with other internal teams to ensure the fastest traction is provided on issue resolution.

Keeping with Spreedly's values, you will continuously collaborate, share information, and be fully transparent with the rest of the Support team and Spreedly at large, as your role will provide you with unique customer insights that may help enhance the products, services, and mission of Spreedly. This role will also provide the opportunity to coach others and assist with knowledge transfers, as well as contribute to key projects and team initiatives.

Responsibilities Resolve customer integration questions and issues via email support and occasional video conferencing, as required Become an expert on the Spreedly API and related product offerings Triage, take ownership of and work to resolve customer tickets Apply proper troubleshooting, data gathering and full research to customer issues Work cross-functionally with other Engineering teams to log issues and ensure timely resolutions Foster team and customer education and self-service by creating, enhancing, and maintaining internal and external documentation Assist new customers with the migration of their data to Spreedly Seek out and execute new ways to optimize and automate team processes and responsibilities Track feature requests and product feedback, deeply understanding the customer use case, value, and impact Provide early and proactive feedback on feature development, training, and documentation, as required Continuously advocate for customers internally by discovering, analyzing, and communicating any gaps or friction in the customer experience Requirements Associate’s degree and/or equivalent education required 2+ years of technical customer service experience Natural curiosity and tenacity to understand how things work Experience working with REST APIs, HTML, CSS, and Javascript Experience supporting technical and nontechnical customers alike Eagerness to research, solve problems, document, and iterate based on what was learned Ability to demonstrate superior troubleshooting techniques and take a data-driven research approach on issues Ability to demonstrate superior verbal and written communication skills, as well as empathy with customers Ability to demonstrate a keen sense of urgency with regards to customer impact Capacity to thrive and show ability to work autonomously and asynchronously Collaboration skills and experience working in a team environment Familiarity with support and project platforms such as Zendesk, JIRA, Github Nice to Have Web or software development background Experience at a growth stage SaaS company Knowledge of the payments industry Experience working at a payments provider Bilingual in any language is a plus (Spanish or Portuguese is a big plus!) What We Offer Competitive salary + Equity Outstanding Medical and Dental Insurance: Premiums are 100% company paid for employees and families Note: We offer two PPO health insurance plans: A traditional copay and a high deductible with HSA.

Spreedly contributes $1,200/$2,400 per year to the HSA for those choosing the high deductible plan Life and long-term disability insurance Optional Vision insurance and various Flexible Spending Accounts (FSA) Open Paid Time Off policy + 12 weeks paid leave for new parents Matching 401k plan (5% up to $5,000 yearly) Monthly digital lifestyle stipend ($150), new MacBook, and $200 accessory reimbursement $3,000 annual Professional Development stipend and free LinkedIn Learning subscription Flexible, remote friendly work environment Quarterly visits to HQ for remote employees Spreedly Product Offering: Spreedly provides an open payments platform.

The platform’s connectivity provides payments performance. Key products and services include: Connect — A unified API that integrates with hundreds of payment gateways, processors, and alternative payment methods worldwide, including digital wallets. Merchants access the global payments ecosystem through one connection. Vault — A PCI-compliant secure repository for payment methods. Merchants store card data once and reuse it across any payment service, reducing PCI scope and protecting cardholder data at scale.

Optimize — Workflow-driven routing and retry logic that directs each transaction to the best-performing gateway in real time. On average, 7.9% of failed transactions succeed immediately when retried on a secondary gateway. This is where merchants recover lost revenue and increase authorization success rates. Protect — A flexible fraud and authentication layer, incorporating advanced fraud tools and 3DS. Following Spreedly's acquisition of Dodgeball in September 2025, fraud orchestration and payment optimization now operate within the same platform.

Resolve — Centralized management and reporting that reduces operational silos, strengthens security, and improves billing control across a merchant's entire payment operation. More Coming Soon! - Keep your eyes peeled for a new product launch by EOY '26 -- What It's Like to Work Here: We describe our team as "Spreedlings": diverse, forward-thinking, and driven by a shared belief that a more open payments ecosystem benefits everyone.

The company operates with a culture built on transparency, courageous collaboration, and self-driven leadership. The team values simplicity in both product and process, and approaches problem-solving with genuine curiosity. -- We champion the ethical, creative use of AI—if you’re someone who pairs human judgment with modern AI tools to work smarter and drive bigger impact, you’ll thrive here. -- Spreedly is an equal opportunity employer.

We are committed to fostering, cultivating, and preserving a culture of diversity, equity, inclusion, and belonging. We actively work to drive out even unintentional discrimination in our hiring processes via practices like blindly graded work samples, structured interviews, and diversity awareness training. Due to the sensitive nature of what Spreedly does - handling payment data - finalist candidates must complete a successful background and reference check.

At this time Spreedly is unable to provide sponsorship for employment, and we are not set up to support remote employees who reside in New York. In order to be considered for employment, applicants must be currently legally authorized to work in the job location country and not require future sponsorship in order to continue working in that country. We appreciate your interest in our company. Because of the high volume of resume flow, we may only respond to those candidates that we think will be a potential fit. -- #LI-AE1