Founding Technical Support Engineer
New Yesterday
At Glide we're reimagining the banking experience for the modern world. Our embedded fintech platform empowers legacy financial institutions, like community banks and credit unions, to pioneer novel digital experiences for their customers.
You'll be joining an all-star team with engineering, product, and growth experience from Stripe, Google, and Amazon.
We're bringing a new perspective to the decades-old financial world, and we're hoping you can help us along the journey!
Role Overview:
We're hiring our first Support Engineer to help shape the foundation of customer-facing technical support at Glide. This isn't a traditional support role - it's a high-impact, cross-functional position at the intersection of customer success and engineering.
As the first dedicated Support Engineer, you'll own and build our support engineering function from the ground up. You'll work directly with clients, collaborate closely with engineers and Customer Support Managers, and report directly to our CTO.
Our founding Support Engineer needs to be confident, proactive, and comfortable working in an environment where processes are still being defined - because you'll be the one defining them!
What You'll Do:
- Be the first line of technical support for our clients - diagnosing, troubleshooting, and resolving complex issues.
- Establish and evolve our support engineering practices, tools, and processes.
- Act as the technical voice of the customer, identifying recurring issues and working with engineering to improve product stability and usability.
- Collaborate closely with engineering to translate feedback into features or fixes.
- Build support documentation, FAQs, and internal tools to scale the function over time.
- Help shape the culture and standards for how we deliver technical support as we grow.
You will be responsible for:
- Provide timely and effective technical support to users via email, chat, or ticketing systems.
- Troubleshoot issues across our stack (web, APIs, third-party integrations).
- Escalate and collaborate with the engineering team on complex technical issues.
- Maintain and improve internal documentation and support workflows.
- Identify recurring issues and contribute to long-term solutions.
- Assist in deploying patches, monitoring systems, and supporting incident response when needed.
- Establishing and deploying advanced debugging techniques including remote debugging, dynamic analysis, profiling and concurrency debugging
- Addressing security concerns with penetration testing and security auditing
Who you are, and the experience we're looking for:
- 2-5 years of experience in a technical support or QA position, preferably in a SaaS or Fintech environment
- Confident technical troubleshooting skills - you can dive into logs, APIs, and integrations with minimal hand-holding.
- Strong communication skills, with the ability to explain complex technical issues to both technical and non-technical audiences.
- Expertise with Typescript, React and AWS. Experience with Next.js is an added bonus!
- Familiarity with tools like Postman, SQL, monitoring systems (e.g., Datadog, Sentry), and ticketing platforms (e.g., Linear, Zendesk, Jira).
- Expert troubleshooting skills and understanding of APIs, logs, and cloud infrastructure (e.g., AWS, GCP)
- A bias toward action - you don't wait to be told what to do, you identify what's needed and take the lead.
- Comfortable operating in ambiguity and fast-paced environments.
What will make you stand out as a candidate:
- Startup experience or clear experience owning/building in a 01 environment.
- Experience supporting or working on modern SaaS or Fintech products.
- Experience building support tooling or internal developer enablement systems.
- Past experience interfacing directly with enterprise customers.
- Knowledge of Fintech industry standards, compliance, or integrations.
Why Join Now:
This is a unique opportunity to be part of Glide's foundational team. You'll have autonomy, ownership, and the chance to influence how quality is approached across our products and teams. If you're excited about building, learning, and having a lasting impact, we'd love to hear from you.
And finally, a brief overview of Glide's benefits package:
Competitive Compensation:
You'll receive a base salary of $110,000-$140,000 and a generous equity package for joining us at Glide.
Wellbeing Credits (for US employees)
Besides stellar health, dental, and vision insurance, we offer a $100 monthly health and wellness stipend to help you stay active and healthy!
Lunch on us (for US employees)
We're huge foodies, so every member of the Glide team received a $100 weekly stipend for lunch or groceries. No one goes hungry around here :)
Unlimited PTO and Sick Days
We trust our team to balance their responsibilities and well-being, so our unlimited PTO and sick day policy empowers everyone to take the time they need without unnecessary red tape.
Hybrid Working Environment
We're an actively expanding team, and in our Madison Square Park headquarters and are excited to grow an engaging in-office culture-ideally, our NYC-based team members will join us in the office three days a week to help make that vision a reality.
- Location:
- New York