Position: Technical Support Engineer

Location: Remote, at least 6 hours of EST hours overlap (8am - 8pm)

Company: Winible

About Winible

Winible’s mission is to be the hub for the sports betting ecosystem, creating opportunities for creators to monetize their expertise and content while providing consumers with a curated destination for discovering sports picks, content, and communities. As such, we've built the leading e-commerce ecosystem for sports betting expertise, leveraging a B2B2C model that benefits from self-reinforcing network effects. Over the past 12 months, we’ve been experiencing massive growth, having processed 8 figures of sales and quickly heading to 9.

Role Overview

We’re looking for a customer-obsessed Technical Support Engineer to be the first line of defense for high-priority issues from our top creators. You’ll live at the intersection of Support and Engineering: quickly triage bugs, reproduce issues, ship fixes when feasible, escalate crisply when not, and communicate directly with customers. You’re hands-on with code and data, comfortable poking at logs, APIs, and SQL

You’ll also take on common operational tasks that currently bottleneck on engineers (data backfills, config changes, small scripts), build light automations that save our ops team time, and occasionally implement small features. You use modern AI tooling to speed up debugging, generate tests, write scripts, and improve our runbooks.

Key Responsibilities

• High-pri triage & resolution: Own first response for top-tier creator issues. Reproduce, root-cause, fix when possible, and ship hotfixes within guardrails.
• Escalation with signal: When escalation is needed, deliver minimal-noise, high-signal tickets (clear repro steps, scope, logs, affected users, impact, suspected area, rollback plan).
• Operational work & runbooks: Execute common eng-only tasks (data backfills, user/account config tweaks, feature flag changes, scripted cleanups) and harden them into repeatable runbooks.
• Automation & tooling: Identify repetitive support/ops workflows and automate them (CLI scripts, small internal tools, lightweight jobs, webhook/Zapier-style glue).
• Observability & quality: Add logs/metrics, improve alerts, write quick unit/integration tests around fixes, verify in staging, and monitor post-deploy.
• Customer communication: Partner with Support/CS to translate technical findings into clear updates and realistic ETAs; document workarounds when needed.
• AI-assisted velocity: Use AI to draft repro scripts, propose fixes, generate tests, summarize logs/tracebacks, and keep runbooks current.
• On-call & reliability: Participate in an on-call rotation for high-severity issues during APAC hours; drive incident timelines, retros, and preventive actions.

Qualifications

• 2–5 years in a technical support, production engineering, SRE, or full-stack role handling customer-impacting issues.
• Debugging across the stack: Comfortable with HTTP/REST, JSON, auth flows, browser devtools, error trackers (e.g., Sentry), logs/metrics (e.g., Datadog/CloudWatch), and queuing/retries.
• Practical coding skills: Comfortable with TypeScript/JavaScript (Node.js), React, SQL
• Documentation & handoffs: You write crisp runbooks and tickets; you can turn a messy bug report into a clean, reproducible case with impact.
• Communication & ownership: Calm under pressure, high agency, and comfortable working asynchronously with Eng, Support, and Ops.
• Security mindset: Careful with production access and PII; you follow least-privilege and logging/auditing best practices.

Join us at Winible and play a pivotal role in building products that enrich and simplify our customers’ lives. If you’re driven by impact, thrive on collaboration, and have a passion for building high-quality product, we’d love to hear from you.

Winible is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.