Engage directly with customers support tickets, providing timely, accurate, and empathetic support to meet defined SLAs.
Triage, investigate, and resolve technical and product issues related to cryptocurrency transactions, blockchain ledger activity, and API integrations.
Own customer escalations end-to-end, collaborating closely with Engineering.
Participate in on-call rotations, including occasional weekend coverage, to support our global 24/7 operations.
Lead and contribute to incident management efforts, including post-incident reviews and root cause analysis.
Build, improve, and maintain internal support tooling and operational workflows, utilizing AI-driven engineering tools to increase team efficiency and automate recurring tasks.
Improve external help documentation and maintain an internal library of high-quality, vetted answers for recurring issues.
Provide technical expertise for core products, participating in bug bashes and UAT as needed.
Contribute to team OKRs and cross-functional projects that improve customer experience, reliability, and operational excellence.

Requirements

2+ years prior experience in technical issue resolution in a fast paced global support team supporting SaaS based product or relevant experience in financial services.
Experience in helping customers to diagnose and debug development issues.
Programming experience in one or more of the following languages: Javascript, PHP, Objective-C, Python, Golang, and Solidity.
Ideally an understanding of AWS and GCP cloud solutions, REST APIs, distributed systems, databases, and developer tools.
Knowledge in the following tools preferred: SQL, Postman, Kibana, Jira , Salesforce, Confluence.
Experience with developer communities such as Discord or Gradual.
Proficiency with AI-enhanced engineering tools to streamline development and troubleshooting workflows (e.g., GitHub Copilot, Cursor, or Claude Code).
Proven background in incident management, including leading high-priority technical escalations, conducting root cause analysis (RCA), and participating in on-call rotations.
Demonstrated problem-solving approach and analytical skills.
Have a talent for writing and a skill for communicating complex problems clearly.
Multilingual skills are preferred.

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

JavascriptPHPObjective-CPythonGolangSoliditySQLREST APIsincident managementroot cause analysis

Soft Skills

problem-solvinganalytical skillscommunicationempathycollaboration