Uphold Inc.

Backend Engineer

• Design, build, and improve identity and authentication infrastructure that balances user experience with regulatory requirements.
• Implement modern authentication solutions including passkeys, WebAuthn, and advanced multi-factor authentication mechanisms (2FA, OTP, biometrics).
• Build systems that enable continuous monitoring, compliance reporting, and forensic analysis for fraud prevention and regulatory teams.
• Collaborate closely with Product, Fraud Prevention, Compliance, and Regulatory teams to ensure security solutions meet business and legal requirements.
• Research, evaluate, and select third-party identity providers, security vendors, and authentication platforms.
• Architect and implement integrations with external identity and security solutions.
• Design systems that comply with financial regulations, ensuring strong customer authentication (SCA) and auditability.
• Develop and maintain technical documentation, security policies, and architecture decision records.
• Lead hiring, coaching, and development of team members as the team grows.

Senior Backend Security and Identity Engineer

Account Manager

• Serve as a dedicated account manager to a portfolio of high-value clients, ensuring proactive, responsive, and tailored support.
• Develop and maintain deep relationships with top-tier users, understanding their needs and delivering bespoke service solutions.
• Collaborate with internal stakeholders (Product, Compliance, Marketing, etc.) to deliver VIP-specific product offerings, feature rollouts, and support resolutions.
• Monitor account activity and user health metrics to identify retention risks and cross-sell/upsell opportunities.
• Execute VIP engagement strategies (e.g., personalized communications, special offers access to exclusive VIP events).
• Ensure timely and high-quality resolution of VIP issues and requests, acting as the voice of the customer internally.
• Maintain accurate records of all interactions and activities in CRM systems, ensuring alignment with regulatory standards.
• Support data-driven reporting on VIP satisfaction, revenue contribution, and retention metrics to the Head of VIP and VP of Retention.

VIP Account Manager

Solutions Engineer

• Proactively mitigate technical blockers and provide partner insights to Product and Engineering teams to improve the platform.
• Guide partners through scalable integration patterns, prioritizing standard platform features over custom development.
• Drive well-defined integration frameworks and maintain meticulous technical documentation and timelines.
• Collaborate with Sales and Product teams to translate commercial goals into sound, scalable technical solutions.
• Serve as a trusted advisor on Uphold’s APIs and SDKs for both technical and non-technical stakeholders.
• Build high-impact prototypes and educational resources (guides, diagrams) to accelerate partner implementations.

Solutions Engineer, Enterprise

Customer Support

• Own the Customer Service Product Portfolio: Manage all customer-facing support channels including chat, voice, in-app, and support ticket system (Zendesk), ensuring seamless integration and user-friendly experiences
• Drive Efficiency & Automation: Identify opportunities to reduce response times, eliminate manual processes, and implement automation and AI solutions that empower the Customer Service team to work more effectively
• Develop Product Strategy: Create and execute a roadmap for customer service experiences that aligns with company goals and customer expectations
• Stakeholder Management: Work closely with Customer Service leadership, Engineering teams, and other internal stakeholders to understand pain points, gather requirements, and prioritize initiatives
• Data-Driven Decision Making: Analyze customer service metrics (resolution time, CSAT, ticket volume, response times) to identify trends and opportunities for improvement
• Integration & Tool Management: Oversee the integration of customer service tools with internal systems and platforms, ensuring smooth data flow and operational efficiency
• Process Optimization: Lead initiatives to redesign customer service workflows, implement best practices, and scale support operations efficiently
• Cross-functional Collaboration: Partner with Product, Engineering, Design, and Operations to deliver solutions that improve both customer experience and operational efficiency
• Engineering Team Leadership: Inspire an engineering team by setting clear goals, removing blockers, and driving delivery
• Priority Setting & Planning: Define priorities, balance technical and product trade-offs, and maintain an execution-focused roadmap with Engineering
• Backlog & Delivery Management: Write clear user stories (acceptance criteria, requirements, dependencies), manage the backlog, and run with the tech lead delivery rituals (grooming, planning, reviews)
• Execution Accountability: Track progress, manage scope, and ensure high-quality releases through testing, rollout planning, and post-launch follow-up

Customer Service Product Manager

Paralegal

• Assist with the preparation, completion, and coordination of regulatory forms, schedules, and supporting materials (including first-pass completion, maintaining trackers, version control, and ensuring internal review/approvals are captured)
• Collect, organise, label, and maintain supporting documentation and evidence in a structured repository; ensure materials are complete, current, and audit-ready
• Coordinate collection of information and documentation from internal teams and key stakeholders; follow up to meet deadlines and ensure completeness/accuracy
• Act as a liaison between Legal and other functions (e.g., Finance, Regulatory Affairs, Compliance, Risk, IT/Security) to help unblock requests quickly
• Support board/committee materials and logistics when required; maintain and improve legal team processes, templates, and filing systems
• Provide administrative and paralegal support to the Legal team as needed, including responding to internal requests and assisting with contract/document workflows during peak periods
• Managing the workflow and lifecycle of all contracts the company enters into

Senior Paralegal

• Serve as a dedicated account manager to a portfolio of high-value clients, ensuring proactive, responsive, and tailored support.
• Develop and maintain deep relationships with top-tier users, understanding their needs and delivering bespoke service solutions.
• Collaborate with internal stakeholders (Product, Compliance, Marketing, etc.) to deliver VIP-specific product offerings, feature rollouts, and support resolutions.
• Monitor account activity and user health metrics to identify retention risks and cross-sell/upsell opportunities.
• Execute VIP engagement strategies (e.g., personalized communications, special offers, access to exclusive VIP events).
• Ensure timely and high-quality resolution of VIP issues and requests, acting as the voice of the customer internally.
• Maintain accurate records of all interactions and activities in CRM systems, ensuring alignment with regulatory standards.
• Support data-driven reporting on VIP satisfaction, revenue contribution, and retention metrics to the Head of VIP Engagement and the Chief Growth Officer.

Manager

• Lead, mentor, and manage a team of Fraud Investigators and Analysts, ensuring consistent, thorough, and timely investigations
• Oversee day-to-day investigative workflows, case queues, and escalation management
• Drive in-depth, high-quality fraud investigations across multiple products and channels
• Review and approve investigative outcomes, ensuring accuracy, consistency, and regulatory alignment
• Partner closely with the VP of Fraud Prevention to refine investigative strategies, processes, and controls
• Identify fraud trends, patterns, and emerging risks, and recommend mitigation strategies
• Develop and maintain investigation standards, playbooks, and quality assurance frameworks
• Provide coaching, feedback, and performance management to build a high-performing investigations team
• Collaborate cross-functionally with Compliance, Risk, Legal, and Operations teams
• Support audits, regulatory inquiries, and internal reviews related to fraud investigations

Fraud Investigations Manager

Attorney

• Managing the workflow and lifecycle of all contracts the company enters into
• Allocating and helping to prioritize tasks for the Legal team
• Coordinating the collection of sensitive information from control persons and responding to various document requests from business partners and regulators
• Acting as a liaison between the Legal department and other functional areas of the company, including Finance, Regulatory Affairs, IT/Security, Marketing and others
• Coordinate all board and committee meetings
• Creating and maintaining organizational structure of electronic files
• Ensuring all legal records are filed appropriately, with key contractual data entered into a contract management system

Senior Backend Security and Identity Engineer

VIP Account Manager

Solutions Engineer, Enterprise

Customer Service Product Manager

Senior Paralegal

VIP Account Manager

Fraud Investigations Manager

Legal Administrator