Support Engineer

Why Polar?

It's never been easier to build, ship and scale software.

But it's never been harder to monetize it.

We're obsessed over solving this to empower the future one-developer unicorns.

These unicorns will be rare but inevitable. Whether in 3, 5, or 10+ years, they also symbolize a broader shift already in motion and accelerating:

• Smaller & smaller teams with...

• Exponential revenue/employee growth

• Focusing fully on their core product and marketing. Delegating & automating everything else that's boilerplate – be it in their codebase or business operations.

Exceptional billing primitives, APIs, SDKs and abstractions are a crucial foundation, but not enough. They will need a full-fledged platform to oversee, manage and scale their business.

Turning their software into an international business in 6 lines of code.

Join our small, talented and engineering-led team across Europe to shape how future software businesses are built. We focus on shipping at high velocity to serve developers in unlocking their next stage with their business. Everything else is secondary.

Role & responsibilities

We’re hiring a Support Engineer to help provide exceptional support to developer world-wide. This role is perfect for someone with a developer background who enjoys problem-solving and working directly with customers to ensure their success. You’ll be responding to support tickets, triaging cases, and building internal tools or improving our knowledge base to make our support processes more efficient. Combined with building a strong feedback loop within our team to continuously ship product improvements that solve our customers pain points.

• Account Reviews. Review account submissions on Polar against our acceptable use policy, risk thresholds and more.

• Respond to support tickets from developers: ranging from feature requests, product questions, to integration issues.

• Triage cases: Help direct customers to the right docs, identify gaps in our knowledge base, and escalate issues as needed.

• Monitor support channels (GitHub Issues, Discussions, Discord, etc.) for customer questions and feedback.

• Build internal tools or contribute to the knowledge base to improve the efficiency of support operations and help customers self-serve.

• Reproduce issues and file internal tickets to ensure product quality and customer satisfaction.

• Engage with customers in real-time, ensuring they receive timely and helpful responses while gathering feedback to drive product improvements.

What we're looking for

• 2+ years of experience as a developer and in customer support roles, with a deep empathy for developers’ pain points.

• Proficient in SQL and comfortable writing complex queries to troubleshoot issues.

• Comfortable with Linux/Unix and command-line tools for debugging and issue resolution.

• Experience with GitHub Issues and Discussions as part of your workflow.

• Strong communication skills with the ability to explain technical concepts clearly to customers.

• Developer empathy and willingness to dig deep into technical issues to solve customer problems.

• Creative thinking & hacker mindset to build small scripts, CLIs, internal tools to documentation improvements – continuously improving support quality in more efficient ways

• Blogs, Tutorials or YouTube videos on technical topics, i.e genuine interest in sharing knowledge about technical services

• (Bonus) Risk/fraud or compliance experience from the past

• (Bonus) Open source contributions or side projects/apps to showcase.

How we hire

Our process is fully remote, and all communication happens via email, GitHub issues/PRs and/or video calls:

1. Application Review → Short intro call with Birk (Founder)

2. Assignment → Open source PR (Engineering) or case study

3. Review & interviews (2-3 video calls) to:

   • Meet future team

   • Review and discuss the assignment & feedback + technical questions

   • Meet Birk (Founder)

4. Reference Calls

5. Offer 🎉