Technical Support Engineer

Technical Support Engineer New York City · Hybrid · Engineering · Two openings Welcome to Glide Glide is the operating system that community banks and credit unions run their business on. Account opening, lending, servicing, retention. Most of these institutions are running on cores designed in the 1980s. We are the modern software layer on top, and increasingly the agentic one. Our platform touches people at the moments that matter most to them financially: opening an account, applying for a loan, getting a decision. We serve institutions across the country, with dozens more integrating. Our team brings engineering, product, and growth experience from Stripe, Google, and Amazon. We are backed by Pear and Acrew. The role We are hiring two Technical Support Engineers to join the small team that owns production quality for the entire platform. This is not a ticket-routing job. Our support engineers own bugs end to end: they take an ambiguous report from a financial institution, drive it to a real root cause across the frontend, backend, and a stack of banking integrations, ship the fix themselves, and prove it works. What makes the job unusual is how it gets done. This team runs AI coding agents as a production system, not as autocomplete. A triage agent proposes a root cause. The engineer decides whether it is right, and steers it when it is not. The agent writes the code, a second agent reviews it, and the engineer reviews, tests, and records the evidence before anything ships. The team built the tooling that makes this possible: internal MCP servers, slash commands for each stage of the workflow, an auto-triage loop feeding the bug board. The result is a very small number of people holding quality for a platform serving a lot of institutions. So we are not hiring for typing speed. Agents are fast and often confidently wrong. We are hiring for the judgment they do not have: recognizing when a plausible answer is the wrong one, knowing what not to change, and being able to prove a fix rather than assert it. You will report directly to our CTO. What you'll do Own bugs and production issues end to end: reproduce, diagnose, fix, verify, and confirm the fix held Drive ambiguous reports to a true root cause across our web apps, APIs, and banking integrations Orchestrate AI agents through the full diagnostic and repair loop, and catch them when they are wrong Ship your own fixes as reviewed pull requests, with evidence attached to every ticket Extend the agent tooling itself. The workflows, MCP servers, and triage agents this team runs were all built in-house, and you will build the next ones Write the plain-language root cause explanation that goes back to the customer Find and fix classes of bugs, not just instances. Strengthen alerts, runbooks, and guardrails so the same issue does not come back Help decide how this function scales as the team grows Who you are 2 to 6 years writing production software, ideally somewhere you were close to real customers and real incidents Strong TypeScript. Comfortable moving between a React frontend, a Node backend, SQL, and a third-party API in the same afternoon You debug by narrowing, not guessing. You can read logs, traces, and a database and form a hypothesis you then try to disprove You already work with AI coding agents daily, and you have opinions about where they fail. You can tell when an agent is confidently wrong, and you know what you would never hand one You have a bias toward proving things. You do not say a fix works, you show it You can explain a technical failure to someone who has never seen the code, without condescension You manage yourself. Nobody will assign you work hour to hour, and you will flag a slip before the deadline rather than after You are comfortable when the process is still being written, because you will be the one writing parts of it Nice to have Experience at a fintech, or anywhere regulated, where a bug has consequences beyond a bad user experience Familiarity with Next.js, tRPC, AWS, Sentry, or a structured logging platform like Axiom or Datadog Experience with multi-tenant systems where behavior is driven by per-customer configuration You have built internal tooling, MCP servers, or agent workflows that made other engineers faster What the interview process looks like We tell you up front, because ours is unusual and deliberately so. Intro call, 30 minutes. A conversation with our CTO about the hardest bug you have ever fixed, and how you actually work with AI tools. A build exercise. We give you a spec for a small service. Expect about four hours, with a week to return it. Use whatever AI agents you like, and send us your session logs. We read your evidence and your written decisions before we read your code. In person in NYC, 2 hours. You defend what you built, then we introduce bugs into your own codebase and you debug them live on your laptop with your own tools, with two of our support engineers watching. Founders round, 60 minutes. A video call with our CTO, CEO and CPO, scheduled after the onsite. Not a technical round. That part is settled in step 3 and we will not re-run it. No algorithm rounds. No whiteboard. We are not going to ask you to invert a binary tree. Why join now A very small team holds production quality for a platform serving financial institutions across the country. You would be joining it early enough to inherit a genuinely good agent workflow and shape what it becomes as the team grows. The work is also real. Bugs here reach people trying to open a bank account or apply for a loan. If that sounds like pressure rather than tedium, we would like to talk to you. And finally, a brief overview of Glide's benefits package 💸 Competitive Compensation You'll receive a base salary of $120,000 to $140,000, determined by experience, plus 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 receives 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 in our Madison Square Park headquarters and are excited to grow an engaging in-office culture. Ideally, our NYC-based team members join us in the office three days a week to help make that vision a reality.