API Support Engineer:

Our API Support Engineers, AKA API Supportreeps, leverage their technical prowess and in-depth product knowledge to assist our merchants with seamless API integrations into our SDKs. While you don’t need to be a seasoned developer, you should be comfortable writing code, building integrations, and running point on complex data migrations. With our core values of Ask Why, Care A Lot, and Solve Together in mind, you’ll be a support resource for our merchant base and internal teams. You’ll be the first point of escalation for the more complicated technical issues our merchants face, so you’ll often find yourself deep in conversation with developers from our Product teams. After comprehensive training on Braintree’s products and technical integration methods, you should be excited to play a pivotal role in supporting and maintaining the day-to-day operations of our diverse customer base.

• Getting Started: For the first two months, you will be training and working

side-by-side with other API Supportreeps to learn the ins-and-outs of Braintree, how payments work, and more advanced integration troubleshooting methods.

• Inbound Tickets: As an API Supportreep, you’ll leverage your knowledge of our SDKs and developer documentation and partner with your team to perform

advanced troubleshooting with merchants and developers. Here are just a few examples of the types of expertise you’ll offer on any given day

• Guide merchants through challenging technical integrations by debugging web services and sleuthing through our extensive gateway code
• Write and troubleshoot in multiple programming languages, including Ruby, Python, Java, .NET, PHP, Node.js, and GraphQL, and front-end languages, such as JavaScript, Java (Android), Swift/Objective-C (iOS)
• Assist merchants with advanced technical implementation; examples include latency troubleshooting, integrating wallets, and Fraud Tooling
• Dive into data by writing efficient queries for our internal logs and databases
• Build, update, and experiment with your own Braintree integration to increase your understanding of the product
• Answer the occasional inquiry on Stack Overflow, a website/community where programmers post their questions

• Data migrations: Braintree allows merchants to securely transfer their stored

customer credit card data among PCI compliant providers. You’ll run point on migrating merchant data into and out of our systems in a way that is least disruptive to merchant businesses and workflows, including complex data munging and mapping

• Beyond the Queue: Once an API Supportreep is comfortable with day-to-day queue work, they’ll be expected to continue their personal development and contribute to the team in other meaningful ways

• Collaborating with other Product and Operational teams via Slack, our internal chat tool
• Working with developers and merchants via occasional scheduled conference calls for more nuanced inquiries
• Updating internal documentation and providing regular feedback to improve our external Support Articles and Developer Documentation
• Presenting high level information in team meetings and conduct technical trainings with other Support teams
• Participating in pairing weeks with your teammates: during this time, you’ll create and maintain internal tools and solutions to help the Support organization. You’ll get practice working in Agile programming to build a roadmap, prioritize work, conduct solution discovery, build and implement products, and facilitate retros. You’ll also learn new coding languages, frameworks, and infrastructure.

• Believe in Braintree’s Values of Ask Why, Care, A Lot, and Solve Together.
• Be capable of building a web app that uses our API with at least one programming language.
• Be a self-starter, independent learner, and have unparalleled resourcefulness.
• Be willing to leap into the unknown and be agile in an environment that is constantly changing.
• Love swimming in solutions versus dwelling on problems.