We're looking for a Technical Support Engineer to deliver high-quality technical assistance to users of a global software platform. In this role, you'll diagnose and resolve complex technical challenges related to blockchain activity, cryptocurrency transactions, and API integrations, ensuring reliable service for a worldwide customer base.
Key Responsibilities
- Respond to customer inquiries through support tickets, delivering accurate and timely resolutions within defined service level expectations.
- Investigate, triage, and resolve technical issues, working closely with engineering teams to manage escalated cases from start to finish.
- Participate in on-call rotations, including occasional weekend and holiday coverage, to support continuous global operations.
- Lead incident response efforts, conduct post-mortems, and contribute to root cause analysis to improve system reliability.
- Develop and refine internal tools and workflows, leveraging AI-powered engineering platforms to automate repetitive tasks and improve team productivity.
- Enhance customer-facing documentation and maintain a curated knowledge base to streamline support processes.
- Support product quality by engaging in testing cycles, bug identification, and user acceptance validation.
- Collaborate on cross-functional initiatives aimed at improving system resilience, customer satisfaction, and operational efficiency.
Qualifications
- Minimum of two years of experience in technical support, ideally within a SaaS or financial technology environment with global reach.
- Proven ability to troubleshoot development-related issues and support technical customers.
- Hands-on programming experience in at least one of the following: JavaScript, PHP, Objective-C, Python, Golang, or Solidity.
- Strong analytical mindset with a structured approach to problem-solving.
- Excellent written communication skills, with the ability to explain technical concepts clearly and effectively.
- Familiarity with tools including Slack, Apple macOS, and GSuite.
- Experience managing technical incidents, leading escalations, performing root cause analysis, and participating in on-call schedules.
- Availability to support weekend and holiday shifts as required.
Preferred Background
- Understanding of cloud platforms such as AWS and GCP, RESTful APIs, distributed systems, databases, and developer tooling.
- Experience with SQL, Postman, Kibana, Jira, Salesforce, and Confluence.
- Engagement with developer communities like Discord or Gradual.
- Proficiency in using AI-assisted coding tools such as GitHub Copilot, Cursor, or Claude Code.
- Multilingual capabilities are a plus.
Work Environment
This role operates in a flexible, globally distributed setting, supporting a 24/7 platform. You'll have access to advanced AI-driven tools to enhance troubleshooting and development workflows, along with opportunities to shape internal processes and contribute to innovation.
Compensation
The salary range for this position is $86,000 to $117,500. Equity and additional compensation elements are not included.
Company Values
Our culture is built on mindfulness, excellence, integrity, and a forward-looking mindset. We serve multiple stakeholders and prioritize long-term impact over short-term gains. We embrace diversity and are committed to equitable hiring practices across all dimensions of identity.
We are an equal opportunity employer and comply with applicable laws regarding non-discrimination. In certain locations, participation in the E-Verify program is required by law.
