Rippling is revolutionizing HR, IT, and Finance by unifying scattered workforce systems into a single, powerful platform. Our mission is to simplify every aspect of the employee lifecycle, from onboarding to payroll and benefits, in just 90 seconds. As a rapidly growing company backed by top investors and recognized by Forbes, we are committed to candidate safety and ensuring all official communications come from @Rippling.com addresses.

Join the pioneering Support Engineering team within our Benefits Vertical, where you will establish and shape a new technical discipline. This foundational role offers a unique opportunity to build processes, define culture, and set the hiring standard for a critical function at Rippling.

As a Senior Technical Support Engineer, you will be instrumental in front-line triage of carrier integration issues, meticulously tracing symptoms from customer tickets through vendor APIs, data pipelines, and operational tooling to identify root causes. You will conduct complex, multi-system investigations with minimal supervision, providing detailed evidence for engineering escalations. Your role involves debugging across our production stack, including Django services, Python & Go lang, async job frameworks, MongoDB, Snowflake, and carrier APIs.

You will develop and maintain essential operational resources like runbooks, dashboards, and alerts, while also building internal tooling. A key aspect of this role is partnering with Ops and CX teams to translate customer issues into actionable engineering hypotheses. You will drive significant improvements in Mean Time To Resolution (MTTR), ticket backlog, and SWE escalation volume, and crucially, establish the foundational processes, SLAs, and intake taxonomy for the Support Engineering function. As the team grows, you will mentor junior engineers and contribute to hiring.

This role is ideal for a proactive problem-solver who thrives on eliminating systemic issues and enjoys deep-diving into complex, multi-system investigations. You should be motivated by building leverage through automation and tooling, and energized by knowledge sharing and mentoring.

Candidates should possess a minimum of 5-8 years of experience in support engineering, operations engineering, SRE, or software engineering, with a proven track record in debugging and operational excellence. Proficiency in Python and Go Lang within large codebases, along with experience in REST APIs, webhooks, and data stores like MongoDB and Snowflake, is essential. Strong written communication skills are required for both customer coordination and internal documentation. The ability to flourish in an ambiguous, formative environment and a passion for improving customer experiences through systematic operational enhancements are key.

Bonus points for experience in the benefits or insurance domain, understanding insurance carrier operations or broker workflows, familiarity with Retool, or experience scaling operational engineering practices from the ground up.