Support Engineer - Remote Eligible

Support Engineer

Button's mission is to build a better internet, fueled by commerce. Today, we work with some of the largest and most interesting businesses in the world to connect consumers with what they want at the tap of a button. We build with the consumer experience in mind, have a reputation for paving the future of mobile, and have a good time doing it.

As a Support Engineer, you will focus on triaging, debugging, and resolving complex partner integration issues. You'll be the first technical responder for escalated issues, working closely with Button's customers and Button's Partner Success, Product, and Engineering teams to drive resolution and prevent recurrence.

This is a highly technical role focused on post-sale problem-solving and escalation management. You'll become an expert in Button's integrations, logs, and monitoring stack, ensuring timely partner support while building tools and documentation that make our support processes scalable.

What You'll Do

• Triage, debug, and resolve complex integration issues across Button's products
• Act as the first technical point of contact for escalated partner issues
• Analyze logs and monitoring systems to quickly identify root causes
• Collaborate with Partner Success, Product, and Engineering to drive fixes and prevent recurrence
• Build and maintain runbooks, documentation, and automation to scale support processes
• Surface systemic issues and proactively recommend product or tooling improvements

We Look For Teammates Who Have

• Strong debugging and troubleshooting skills across APIs, SDKs, and integrations
• Proficiency reading and modifying code in JavaScript, Golang, or Python
• Skill in log analysis and monitoring tools (CloudWatch, Kibana, Grafana, Sentry, etc.)
• Experience documenting repeat issues and streamlining triage workflows
• Familiarity with automation and scripting to reduce manual support load
• Clear communication, and the ability to strategically manage expectations during escalations
• Organizational skills and an orientation to detail; ability to track multiple active investigations
• Ability to be a collaborative team player across verticals
• Calm under pressure, balancing urgency with long-term solutions

Experience

• 2–4 years in Support Engineering, QA Engineering, or Solutions Engineering with a focus on debugging
• Proven experience handling escalations in SaaS, mobile, or API-driven environments
• Exposure to incident management frameworks and ticketing tools (e.g., Jira, Zendesk, PagerDuty)
• Prior experience communicating with partners or customers during high-stakes issues
• Bonus points for:
• AdTech, affiliate, or retail media industry background
• Mobile SDK troubleshooting experience (iOS/Android)
• Familiarity with observability tooling (Grafana, CloudWatch metrics, New Relic)
• Track record of creating self-service documentation or tooling to reduce repeat escalations

Compensation and Benefits

Button provides employees with a RemotePlus workplace, which blends "work from anywhere" with in-person collaboration. Button has a "hub" workspace in New York City as well as team members distributed across the United States and beyond. Button's total compensation package includes a base salary competitive with what is offered by similar companies in major US markets. The salary range for this role is expected to be between $100,000 and $130,000 (offered salary is based on a number of factors including skills and experience relative to the job description listed above).

In addition, Button provides employees with a 401(k) plan and automatically contributes 3% of an employee's salary annually. We also want our employees to be well-rested and live balanced lives–Buttonians enjoy unlimited time off (including birthdays off) and periodic Mental Health Weeks which allow the entire company to take a breath and recharge, as well as an employee assistance program.

For many of the health, vision, and dental insurance plans offered by Button, the company covers 100% of the premiums for employees and 75% for dependents. Button offers all employees and their dependents complimentary memberships to One Medical as well as a monthly stipend for mobile phone/internet and an annual "Treat Yourself" stipend. Button also offers employees in select markets "All Access" memberships to WeWork as well as regular "coworking days" and social events.

Most of all, Button offers our employees the opportunity to live our company values–Grow, Learn, and Adapt–and to be a part of an incredible team of humans working together to build a better internet, fueled by commerce.

Diversity & Inclusion

Button is committed to being a welcoming and inclusive workplace for everyone, and we are intentional about making sure people feel respected, supported, and connected at work—regardless of who you are or where you come from. We value and celebrate our differences and believe being open about who we are allows us to do the best work of our lives.

Equal Opportunity Employer

Button is an Equal Opportunity Employer. We do not discriminate against qualified applicants or employees on the basis of race, color, religion, gender identity, sex, sexual preference, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, military status, or any other characteristic protected by federal, state, or local law, rule, or regulation.