Software Engineer, Developer Support

Castle is a 20-person Series A startup on a mission to create a safer online world by protecting platforms from fraud, abuse, and malicious activity. Trusted by companies like Canva, Atlassian, and Rockstar Games, we’re backed by Y Combinator, Index Ventures, and top-tier angels from Datadog, Stripe, and New Relic. Our fast-moving team is scaling globally, helping platforms stay secure while thriving in a rapidly evolving digital landscape.

The role

We’re looking for a Software Engineer passionate about Developer Experience & Support as a craft - someone who loves diving into complex technical challenges, building and maintaining powerful internal tools, and leveraging cutting-edge AI to optimize support workflows. In this role, you’ll be a driving force behind ensuring seamless developer integrations and an outstanding customer experience. If you find joy in creating automated solutions, refining documentation, and using technology to solve problems at scale, this role is for you.

What You’ll Do

• Automate and Streamline
• Design and implement scripts, tooling, and workflows to automate repetitive tasks, boost efficiency, and enhance the developer support experience.
• Leverage AI
• Experiment with and incorporate AI-driven solutions to reduce resolution time and empower self-service.
• Develop and Maintain Tooling
• Build internal dashboards, Proofs of Concept, and other support tools that help quickly identify, replicate, and troubleshoot issues.
• Maintain and Improve Documentation
• Own and continuously improve the documentation, ensuring developers have clear, concise resources.
• Support Castle’s SDK and Integrations
• Troubleshoot API and SDK-related issues, guide developers in best practices, and ensure that all integrations run smoothly.
• Advocate for Customer needs
• Work closely with product and engineering to influence product improvements with real-world feedback and escalate complex issues according to customers' needs.

What You Bring

• Experience
• 5+ years in technical support or engineering, with a proven track record of digging into complex problems and delivering solutions.
• Strong Technical Foundation
• Hands-on experience with APIs, SDKs, and debugging tools. JavaScript and Ruby proficiency are highly valued.
• Automation Mindset
• A passion for identifying inefficiencies and creating custom scripts/tools to eliminate repetitive tasks and improve workflows.
• AI Enthusiasm
• Experience or keen interest in integrating AI solutions.
• Superb Communication
• You can translate complex issues into plain language and produce top-notch documentation, tutorials, and internal knowledge base articles.
• Proactive Problem-Solving
• A self-starter attitude with a willingness to experiment, iterate, and stay ahead of new technologies that could benefit the support function.

Benefits

• Equity shares.
• Flexible work hours. We prioritize outcomes over hours spent.
• Unlimited PTO. Take the time you need to recharge and maintain a healthy work-life balance.
• Paid parental leave. Supporting new parents during their transition.
• We'll provide the essential computer and related equipment to ensure you have everything you need to excel in your role.