Customer Engineer

Who We Are:

In today’s economy, an increasing number of workers are choosing to freelance. By 2027, half the U.S. workforce will be independent contractors. Yet there is no system of record for this vast self-employed community and the legions of businesses that increasingly rely on it. A new paradigm is needed to accommodate the future of work that is suddenly no longer in the future. That is what Wingspan is building.

Wingspan is the first payroll platform designed specifically for independent contractors and their businesses. We make onboarding, payments, and compliance easy for flexible workforces of all sizes. Whether you’re a one-person business or a large enterprise, Wingspan has you covered.

We’re a Series A startup based in NYC with backing from some of the best VCs and operators around, including Andreessen Horowitz (a16z) and the CEOs and founders of Warby Parker, Harry’s, Allbirds, Invision, and Flatiron Health.

Now we're hiring for you: an ambitious individual ready to help build, design, and take us to the next level. Are you ready to be part of a team redefining the future of work? Apply now!

Impact of the Role:

As a Customer Engineer you'll play a pivotal role in empowering our large-scale clients and partners through technical enablement and seamless integration of our platform. Your expertise will help clients and partners optimize their independent workforce management offering, unlocking unknown efficiencies for their existing workflows, strengthening our relationships and expanding our mutual success. Together, we'll redefine the future of work by making flexible workforce solutions effortless for enterprises worldwide.

What You'll Do:

• 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

Experience:

• 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.
• Knowledge of platforms like QuickBooks, NetSuite, and Google Cloud Platform (GCP) is highly desirable.
• Proven ability to deliver exceptional customer service and build positive client relationships.

Requirements:

• 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.

Compensation:

• At Wingspan, we pride ourselves on offering a competitive and comprehensive compensation package that reflects our commitment to attracting top talent. The compensation for this role ranges from $110,000 - $147,000 USD and is accompanied by a target equity package.
• We understand that each candidate brings a unique combination of skills, experience, and qualifications to the table, which is why we tailor our compensation packages based on factors such as expertise, years of experience, certifications, and other factors.
• Join us in our mission to innovate and excel, knowing that you will be valued and recognized for your job-related knowledge, skills, and experience. Our comprehensive benefits and rewards are designed to help you thrive both professionally and personally, as we work together to shape the future of our industry.

Benefits & Perks:

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

We appreciate candidates who are open and honest about what they’re looking for so we can ensure it’s a fit on both sides.

Wingspan does not accept agency-provided resumes from recruitment firms we do not partner with, and any unsolicited resumes sent to our job-related emails or staff will not result in charges to Wingspan.

At Wingspan, we are an equal opportunity employer passionately dedicated to fostering a diverse and inclusive workplace. We wholeheartedly believe that embracing diversity of perspectives and backgrounds is essential to building the best products and providing delightful experiences for our users and team members. We are proud to maintain an environment free from discrimination, retaliation, and harassment.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, ancestry, ethnicity, marital status, pregnancy, disability, genetic information, protected veteran status, or any other characteristic protected by law or ordinance. As we strive for excellence, we are committed to ensuring fair employment practices and business dealings and rejecting any form of discrimination or retaliation. These protections and commitments extend to all management practices and decisions, including recruitment and hiring, appraisal systems, promotions, training, and career development programs. Consistent with these obligations, Wingspan also provides reasonable accommodations to employees and applicants with disabilities and for sincerely held religious beliefs, observances, and practices.

If you would like to request an accommodation as part of the application process, please contact Ariel Sachtjen at [[email protected]]

Join us in our mission to create a company and products we love, as we celebrate our diverse workforce and promote an inclusive work environment that drives innovation and success.