Technical Support Engineer

Support customers using Utila’s enterprise-grade digital asset operations platform by investigating technical issues, coordinating resolutions, communicating status, and improving support documentation and workflows.

Responsibilities

• Investigate and troubleshoot customer-reported issues
• Reproduce problems and involve team members when needed
• Diagnose and resolve complex technical challenges
• Build customer relationships through clear communication
• Collaborate with Product, Engineering, and Customer Success teams
• Identify concerns early and remove technical blockers
• Escalate high-priority issues to management
• Improve internal processes, documentation, and support workflows
• Provide structured reporting on open issues and customer status

Requirements

• 3+ years of experience as a Technical Support Engineer or Product Support Engineer
• Experience with SaaS-based products
• Experience with APIs and cloud environments such as AWS or Azure
• Familiarity with Datadog
• Native-level English and Spanish
• Experience with Python or Go
• Experience with GCP, Grafana, or blockchain or digital asset infrastructure
• Experience in startup or fast-scaling environments
• Experience mentoring or establishing technical support practices