Rutter, the leading unified API company connecting fintechs and banks to SMB financial data, is seeking a dedicated Technical Support Engineer to own first-level technical support for their high-profile customers, including PayPal and Capital One. This role is remote and requires coverage for US Eastern Time business hours and an after-hours rotation.

• Location: Remote (Latin America Contractor Role Implied by Region/Timezone)
• Employment Type: Full-time (Contract)
• Schedule:
  • Primary Support: Business hours in Eastern Standard Time (9 am–5 pm).
  • On-Call: Nighttime rotation (5 pm–1 am EST) on weekdays only.

Role Responsibilities: API Troubleshooting and Engineering Partnership

Your main responsibility is to provide rapid, high-quality technical support for Rutter’s REST API and platform, collaborating closely with both customers and internal engineering teams.

• Support Ownership: Handle the first level of technical support, investigating, resolving, and/or triaging incoming support tickets in a timely manner.
• On-Call Duty: Join a nighttime on-call rotation (5 pm–1 am EST, Monday-Friday) to provide support for urgent enterprise issues.
• Problem Solving: Work very closely with customers, product, and engineering teams to solve complex technical problems. The company seeks someone with a high attention to detail who isn’t satisfied until a problem is thoroughly solved.
• Process Improvement: Work on internal tooling, small coding changes, and other support-oriented side projects to improve the support process.
• Collaboration: Collaborate with product, engineering, and the broader organization to enhance the overall customer experience with Rutter.

What You Need to be Successful:

This role requires a unique blend of customer focus, strong debugging skills, and foundational coding ability to work effectively with an API product.

• Language: Must have a high level of English proficiency.
• API Troubleshooting: Must be comfortable using tools like Postman (or curl) to reproduce issues customers face while using Rutter’s REST API.
• Coding Aptitude: Must be able to read and/or write workable code (non-production quality) in a high-level language like Python, TypeScript, or Ruby for debugging purposes.
• Data Proficiency: Must be proficient in SQL.
• Experience: Experience in Technical Support or Software Engineering.
• Mindset: Love working with customers, helping them succeed, and asking lots of questions while maintaining a big-picture view.