Technical Support Engineer
Own the technical support function end to end by triaging and resolving client, vendor, and internal requests, communicating about escalated issues, supporting incidents, monitoring system health, maintaining documentation, and tracking work in Jira. Improve support processes and documentation as the function matures.
Responsibilities
- Own inbound technical requests from clients, API vendors, and internal teams.
- Resolve integration questions and known issues and prepare context for escalations.
- Communicate with clients and vendors in Slack, including during escalated bugs.
- Update status pages and provide client communication during incidents and maintenance.
- Monitor dashboards, logs, and alerts and trigger incident escalations when necessary.
- Perform incident workarounds and improve monitoring.
- Maintain API documentation, integration guides, FAQs, and runbooks.
- Create and maintain Jira tickets for tracked requests and escalations.
Requirements
- 2-3+ years of technical support, integration support, or technical operations experience.
- Basic SQL query skills.
- Application log investigation experience.
- REST API experience.
- Daily use of AI tools with the judgment to verify outputs.
- Prior crypto experience is optional; build working knowledge of crypto and stablecoin payment flows on the job.
- Strong written English.
- Strong organization, self-direction, and follow-through.
- High agency and sound escalation judgment.
Benefits
- Flexible work schedule
- Company-issued laptop
- Technology accessories
- Annual in-person full-team meetup
- Growth path into function ownership