What are the responsibilities and job description for the Support Engineer position at FANBASIS?
About FanBasis
FanBasis is the full-stack growth platform for digital businesses. Whether someone is just getting started with their own business or looking to make their next million dollars, we give them the infrastructure to do it: payments, checkout funnels, community, courses, affiliate systems, analytics, and everything in between, all in one platform.
We're one of the fastest-growing future of work companies based in Miami and have had billions in volume flow through our platform. The team moves quickly, ships constantly, and is obsessed with helping people earn from what they already know. If you want to be part of building something that makes the entire market more accessible, this is the place.
About the Role
This is not a traditional support role. As a Support Engineer, you sit at the intersection of our
sellers, our Payments operation, and our Product & Engineering teams. You own the hard,
technical problems, the ones that require understanding exactly how money moves through
FanBasis and how the platform is built underneath it.
We are looking for someone with a technical, problem-solving mindset who is just as
comfortable calming a frustrated seller as they are digging into an issue and working with our
engineers to resolve it. You’ll develop deep payments expertise — understanding how funds
move across the seller journey — and you’ll work fluently alongside our Product and
Engineering teams.
This team sits close to Product and Engineering, carries deep product knowledge, and helps
build the systems that let support scale — not just clear a queue.
What You’ll Own
• Own complex seller and platform issues end-to-end across our support channels — from
first touch to full resolution.
• Develop deep expertise in how payments and funds move across the seller journey —
payments, payouts, withdrawals, holds, reserves, disputes, refunds, and chargebacks —
and how to support every part of the platform.
• Investigate and diagnose technical issues, getting to the root cause rather than the
symptom.
• Work closely with our Product and Engineering teams to surface issues, track fixes, and
represent the seller experience.
• Help build the tools and processes that let support scale as we grow.
• Turn recurring issues into lasting fixes and documentation, not one-off answers.
• Be a calm, clear, and credible technical voice for sellers.
What We’re Looking For
• A technical, analytical mindset — comfortable understanding how software products
work under the hood.
• Strong interest in payments or fintech, and genuine curiosity about how money moves.
• Comfort working with data to investigate and resolve problems.
• Exceptional written and verbal communication — able to bridge sellers and technical
teams.
• Scrappy, proactive, high-ownership, and calm in a fast-paced environment.
• A bias toward fixing root causes and improving systems, not just clearing tickets.
Bonus Points
• Experience supporting a B2B, SaaS, or fintech product.
• Familiarity with modern ticketing and support platforms such as Pylon, Zendesk, or
Intercom.
• Experience using AI tools and automations to streamline workflows and deflect repetitive
tickets.
• A technical background or coursework (e.g., computer science) is a plus.
• Prior experience working closely with product and engineering teams.
Schedule
Monday – Friday | 9:00 AM – 6:00 PM | In-Person in Miami, FL
Benefits
- Competitive salary and benefits package
- Gym membership packages
- Paid time off and company-paid holidays
- In-person work environment in Miami, FL
- Team-Buidling events, company lunches, and swag
- Opportunity to be a part of a fast-growing team of Industry Experts.