Customer Engineer

Summary

Join Wingspan, a Series A startup revolutionizing independent contractor payroll, as a Customer Engineer. You will empower large-scale clients and partners by ensuring seamless integration of our platform. This pivotal role involves collaborating with clients to resolve technical issues, partnering with the Solutions Engineering team for smooth onboarding, and creating comprehensive API documentation. You will also deliver technical training and serve as a technical escalation point for complex issues. The ideal candidate possesses 3+ years of experience in a relevant technical role and strong analytical and communication skills. Wingspan offers a competitive compensation package, including benefits like flexible time off, stock options, a WFH stipend, 401k matching, and a wellness benefit.

Requirements

• 3+ years of experience in a technical support or engineering role within a SaaS, payments, or fintech environment
• Experience with task management software to organize and monitor work progress effectively
• Proficient in making API calls, writing SQL queries, and handling data queries. Strong understanding of authentication methods, including OAuth and SSO configurations
• Experience in creating and updating technical documentation, particularly customer-facing API documentation
• Proven ability to deliver exceptional customer service and build positive client relationships
• Strong analytical skills with a keen eye for detail and a methodical approach to troubleshooting
• Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users clearly
• A humble attitude, an eagerness to help others, and a desire to pick up whatever knowledge you're missing to make both your team and our customers succeed
• Ability to work in our Union Square office in New York City 3 times a week

Responsibilities

• Collaborate directly with clients to identify and resolve technical issues related to platform integrations, API usage, data transfers, and authentication setups like OAuth and Single Sign-On (SSO)
• Partner with the Solutions Engineering team to ensure new clients have a smooth onboarding experience, including data migration and system configuration
• Perform API calls, execute SQL queries, and manipulate data to set up, test, and troubleshoot client integrations
• Work with clients and internal teams to configure, test, and maintain integrations with various SaaS platforms, ensuring they function optimally
• Create customer-facing API documentation for implementations and update existing API docs with changes that arise during custom work and integrations. Develop user guides and troubleshooting manuals to assist clients in using our platform effectively
• Utilize task management tools to prioritize and track client issues, ensuring they are addressed promptly and efficiently
• Serve as the technical escalation point for complex customer issues
• Deliver technical training sessions to customer teams
• Develop and maintain integration guides and technical best practices
• Create custom scripts and tools to enhance customer implementations
• Test new features and provide technical validation before customer rollout

Preferred Qualifications

Knowledge of platforms like QuickBooks, NetSuite, and Google Cloud Platform (GCP) is highly desirable

Benefits

• Flexible Time Off
• Competitive stock option package
• $300 one-time WFH stipend
• Annual Team Offsite
• 401k Matching
• Wellness Benefit