Senior Technical Support Engineer

Zero Hash

Senior Technical Support Engineer at zerohash driving the resilience and efficiency of global value transfer infrastructure. Focused on technical problem-solving and mentoring across support teams.

Posted 7/29/2026full-timeRemote • Illinois, New York • 🇺🇸 United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in technical support engineering with a focus on complex codebases, REST APIs, and SQL query optimization. Capable of leading incident management, mentoring teams, and advocating for architectural improvements based on client feedback.

Highest-signal resume keywords

Technical Support EngineeringREST API ArchitectureSQL Query OptimizationPython ProgrammingAI-Driven Developer Tooling

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

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

Hard Skills

SQL Query WritingCode DebuggingComplex Problem SolvingPerformance Bottleneck IdentificationTechnical Documentation

Soft Skills

Clear CommunicationMentoringCollaboration

Tools & Technologies

Logging PlatformsObservability MonitorsTicket Tracking ToolsSLA Monitoring Tools

Industry Keywords

Enterprise SaaSFintechBlockchainTrading Infrastructure

Tech Stack

Tools & technologies

Distributed SystemsGoJavaScriptPythonSQLTypeScript

About the role

Key responsibilities & impact

Act as the final escalation point for the support team.
Deep-dive into complex codebases, distributed systems, and enterprise client integrations to identify hidden bugs, performance bottlenecks, and intricate configuration issues.
Partner closely with Software Engineering and Product teams to escalate critical bugs, advocate for architectural improvements based on client feedback, and directly influence the technical roadmap.
Architect and build internal tools, scripts, and comprehensive dashboards to automate support workflows, reduce resolution times, and monitor overall API health at scale.
Lead the creation of robust alerts, observability monitors, and detailed runbooks to catch platform issues before they impact end-users.
Take the reins during major incidents, providing immediate, high-level support and transparent communication for our enterprise partners during critical application and infrastructure events.
Serve as a technical mentor to junior and mid-level Technical Support Engineers, creating internal training materials and documentation, and leveling up the team's diagnostic capabilities.

Requirements

What you’ll need

5+ years of experience in a highly technical client-facing support engineering, solutions engineering, or backend software development role—ideally within enterprise SaaS, fintech / blockchain, or trading infrastructure.
Deep architectural understanding of REST APIs, SDKs, websockets, webhooks, and how to debug complex authentication and payload issues.
Ability to write complex, optimized SQL queries to retrieve, analyze, and troubleshoot data across massive internal databases.
Strong proficiency in writing and debugging code in one or more common programming languages, preferably Python, Javascript/Typescript, or Golang.
Hands-on experience leveraging AI tools, LLM APIs, or AI-driven developer tooling to accelerate code debugging, automate root-cause analysis, and streamline support workflows.
Deep experience with logging and observability platforms, documentation, sophisticated ticket tracking, and SLA monitoring tools.
Proven ability to deconstruct and explain highly complex technical issues clearly to both technical engineering teams and non-technical executive stakeholders.

Benefits

Comp & perks

Healthcare Insurance: zerohash covers roughly 100% of employee premiums as well as a portion of spouse/children (U.S. only)
Vision & Dental Insurance (U.S. only)
Chance to earn equity
Maternity & Paternity leave (after 6 months)
WeWork All Access Membership
WFH Yearly Stipend
L&D Yearly Stipend (after 6 months)