Partnership Support Engineer

Remote (United States)

About the Role

This opportunity is for a Support Engineer focused on partner integrations, platform reliability, and technical issue resolution across a growing ecosystem of external systems. The role sits at the intersection of engineering, partnerships, and platform operations, helping ensure that APIs, embedded experiences, partner platforms, webhooks, and data flows remain reliable, scalable, and easy to support.

The position involves investigating integration issues, debugging complex cross-system behavior, working directly with external technical partners, and either resolving problems directly or triaging them clearly to internal engineering teams. Over time, this role will also build internal tools, diagnostics, dashboards, automation, process flows, playbooks, and runbooks that help technical and non-technical teams investigate partner-related issues more efficiently.

Employment Type: Full Time

Salary: $136,000 - $152,000 per year

What You’ll Do

• Build structured processes for handling incoming integration bugs, partnership issues, product improvement requests, and technical partner asks.
• Debug integration issues involving external partners, including property management systems, online travel agencies, channel managers, embedded clients, and other connected platforms.
• Coordinate directly with external technical teams when partner-side investigation or clarification is needed.
• Diagnose failures across APIs, webhooks, data pipelines, queues, synchronization processes, and other distributed systems.
• Resolve integration and platform issues directly when possible.
• Triage issues to the appropriate internal engineering or product teams when deeper development work is required.
• Create clear reproduction steps, technical context, and cross-system investigation notes for escalated issues.
• Build internal diagnostics, dashboards, tools, and automation to speed up investigation of partner-facing issues.
• Create reusable playbooks and runbooks for common integration failure patterns.
• Improve monitoring, alerting, and observability for partner-facing systems.
• Support launches of new integrations, embedded deployments, API-first experiences, and platform features.
• Serve as the primary technical liaison for selected strategic partners.
• Identify systemic reliability risks across the partner ecosystem and advocate for engineering improvements.
• Help internal teams understand recurring partner issues, integration gaps, and operational risks.
• Empower non-engineering teams with tools and workflows that allow them to investigate some issues independently.
• Support incident communication and coordination during production issues or degraded service involving external stakeholders.

Qualifications

• 2-4 years of experience in technical support, QA engineering, software engineering, or technical project management.
• Strong debugging skills across APIs, integrations, and web applications.
• Experience with programming to automate tasks and build internal tools.
• Ruby on Rails experience is preferred.
• Experience using SQL or ORMs to interact with data.
• Active Record experience is preferred.
• Familiarity with REST APIs, webhooks, and third-party integrations.
• Experience working with external technical stakeholders.
• Comfort navigating ambiguity across multiple systems that may not be fully controlled internally.
• Ability to analyze distributed failures across APIs, webhooks, queues, and data pipelines.
• Experience reading third-party documentation and diagnosing integration mismatches.
• Familiarity with SLAs, incident communication, and cross-company coordination.
• Experience handling incidents involving external stakeholders.
• Comfort communicating during production issues or degraded service.
• Ability to reason through complex distributed systems and failure modes.
• Experience troubleshooting data synchronization or event-driven systems.
• Familiarity with Datadog for analyzing metrics is a plus.
• Experience supporting B2B SaaS integrations or developer platforms is a plus.

Why This Role Matters

This role helps maintain the reliability of a partner ecosystem that includes incoming and outgoing integrations, APIs, embedded experiences, and external platforms. As integrations become more API-first, embedded, and AI-driven, this position ensures that partner-facing systems operate dependably and that technical issues are captured, prioritized, resolved, or escalated with the right level of context.

Growth Opportunities

• Grow into an integrations lead role.
• Move toward platform reliability engineering.
• Develop into a partner engineering leadership path.
• Work on real distributed-system problems across multiple companies and technical environments.
• Have visible impact in a collaborative, small-team environment.

Benefits

• Competitive base salary.
• Cash bonus potential.
• Equity opportunity.
• Full medical, dental, and vision benefits for eligible U.S. employees.
• Fidelity 401(k) available for eligible U.S. employees.
• Unlimited paid time off.
• Remote-first work environment.
• Additional benefits may be available.