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Support Enablement Engineer

New York, NY or Remote

About us 

Wheelhouse is a revenue management platform for the $500B+ flex rental space. Our technology empowers short & mid-length stay operators, who manage single-family homes, apartment buildings, and (in some cases) hotels - a broad & massive addressable market. Wheelhouse believes a more flexible & connected world is both inevitable & important, and we build technology to make sure the businesses that enable this lifestyle & society can thrive.
 
As a team, we enjoy shipping products our customers love, on time or ahead of schedule, while balancing work/life & having fun together. We’re best described as transparent & collaborative, and we strive to set our teammates up for success - both professionally & personally. We’re a remote-first, work-anywhere, and “yes - you should make time for that adventure/vacation” company, who believes that “healthy hustle” is the key to good growth.
 
Now, we’re looking for a Support Enablement Engineer to sit at the intersection of engineering, customer success, and operations. You’ll play a critical role in ensuring our customers and partners experience a reliable, high-quality product. You’ll investigate issues, debug complex integrations, and either resolve them directly or triage effectively to the right engineers. Over time, you’ll build internal tools and automation that empower our support and account management teams to self-serve for common issues. The longer term goal of this position is to lead the Support Enablement Engineering department, as it grows to support multiple engineers.
 
This is an excellent role for someone with strong technical skills who enjoys problem-solving, communication, and having a direct impact on customer satisfaction.
 

Mission and Importance of this Role

We take up a lot of engineering resources by our Bug Czar duty and still don’t manage to cover the perceived persistence of bugs. Integration related bugs are especially cumbersome to track and would benefit from a constant contact person rather than switching weekly. This person can help manage bugs (fixing directly or triaging to the rest of the team), interface with external partners on bugs related to integrations, and eventually build out internal tools to help our support and account management teams investigate small issues themselves.

Job Level

Eng II - Sr Eng I

Requirements

We are looking for someone with solid backend experience who is ideally experienced on the front-end as well or at least willing to learn front-end. We would prefer them to be experienced with as many of our current technologies as possible. They should be a strong communicator both internally and externally and have a high standard for software quality.
 

What we're looking for

  • 2–4+ years of experience in a technical support, QA engineering, or software engineering role.
  • Strong debugging skills across APIs, integrations, and web applications.
  • Experience with programming (ideally Ruby on Rails) to automate tasks and build internal tools.
  • Experience with React or other frontend frameworks/libraries.
  • Experience with SQL or ORMs (ideally Active Record) to interact with data
  • Familiarity with REST APIs, webhooks, and third-party integrations.
  • Comfortable working directly with customers or external partners on technical issues.
  • Strong communicator — able to explain technical issues clearly to both engineers and non-technical stakeholders.
  • Actively learning the new - Considers intersectionality as a source of creativity and a driver of change. Embraces new paradigms and learns them deeply.
  • Bonus: experience with test automation frameworks (ideally RSpec, Jest, and/or Cypress) or customer support tooling.

What you'll be doing

  • Troubleshoot and resolve customer issues across our platform, integrations, and APIs.
  • Debug integration-related problems with external partners (PMS/OTAs), working closely with their technical teams when needed.
  • Triage and prioritize bugs for the engineering team, ensuring clear reproduction steps and context.
  • Build internal tools and dashboards to help support and account management teams diagnose and resolve common customer issues.
  • Automate regression and integration testing to reduce repetitive issues and improve system reliability.
  • Collaborate with the team to improve monitoring, alerting, and logging for better issue visibility.
  • Be the voice of the customer within engineering — spotting patterns, raising product gaps, and advocating for better reliability.

Why Join Us

  • Be the bridge between engineering and customers in a fast-growing SaaS company.
  • Directly improve the reliability and usability of our product.
  • Opportunity to grow into QA automation lead, integrations specialist, or internal tools engineer.
  • Collaborative, small-team environment where your impact is highly visible

Benefits & Perks

  • Competitive salary and equity ($130,000 - $175,000 DOE)
  • Full medical, dental, and vision benefits for each US employee
  • Fidelity 401k available for each US employee
  • Unlimited PTO
  • And…more!

About Us:

 
Wheelhouse is a fintech platform for the $500B+ flex rental space. Most specifically, we enable short & mid-length stay providers with 1 to 100,000+ listings to earn 20%+ more from their rental properties. 
 
In 2021, our target customer segment voted our platform “Innovation of the Year” at the Data & Revenue Management conference. This sentiment is shared by our customers, as evidenced by our platforms low churn and rapidly growing ARPU. In 2022, we closed a significant funding round, with participation from many of the best tech, travel & real estate investors. We’re lucky to have a long runway, low burn, and rapidly growing revenue.
 
As a team, we enjoy shipping products our customers love, on time or ahead of schedule, while balancing work/life & having fun together. We’re best described as transparent & collaborative, and we strive to set our teammates up for success - both professionally & personally. We’re a remote-first, work-anywhere, and “yes - you should make time for that adventure/vacation” company, who believes that “healthy hustle” is the key to good growth.
 
We’re experienced business & product builders who have founded multiple companies together, know our category extremely well, and recognize how rare/special it is to be perfectly positioned around a big opportunity with a very strong cross-functional team.
 
We’d be eager to say hello and learn more about you!

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