Support Engineer

• Collaborate with internal teams to deploy in-house developed software and configuration changes to Linux/Unix servers, ensuring seamless completion with no service disruption
• Troubleshooting server issues related to Linux/Unix
• Provide operational support across a suite of production systems and services running on the cloud
• Proactively monitor the system logs, system monitoring and performance of Linux/Unix systems and services, responding promptly to incidents and alerts, and keeping stakeholders informed of resolutions
• Collaborate with DevOps, development, and support teams to deploy and manage applications
• Participate in a 24/7 on-call rotation, with flexibility for night shifts, weekends, variable schedules, and necessary overtime
• Provide Tier-1 Linux/Unix support for mission-critical production services
• Create and maintain documentation for daily processes, enhancing team collaboration, learning, and training
• Manage and troubleshoot network services (DNS, DHCP, NFS, FTP, SSH, etc.)

Product Support Engineer

• Provide swift, high-priority support to Premium customers, responding within strict SLAs.
• Diagnose, reproduce, and resolve complex technical issues across the Replit platform.
• Escalate and track high-impact issues with Product and Engineering, ensuring timely fixes and transparent communication.
• Lead customer-facing communications during outages or incidents.
• Identify recurring issues and collaborate internally to reduce time-to-resolution.
• Contribute to internal tooling, automation, and documentation that improves team efficiency.
• Partner with Engineering, Product, Sales and other internal teams to ensure Premium customers receive a consistent, high-quality experience.
• Help onboard and mentor other support engineers, raising the team’s overall bar for responsiveness and quality.

Support Engineer II

Support Engineer I

• Define and Evolve Support: Partner with leadership and cross-functional teams to design support operations that anticipate customer needs and continually raise the bar for service.
• Client Onboarding Collaboration: Work closely with Solutions Engineers to architect onboarding experiences for high-profile enterprise clients, combining technical know-how with a deep understanding of user journeys.
• Proactive Support: Go beyond issue reporting to monitor platform activity and collaborate with developers, infrastructure, and product to spot and solve pain points before they impact clients.
• Process Automation: Identify manual, repetitive workflows across the support function and build automations that free the team to focus on higher-impact work and get ahead of customer issues before they surface.
• Brokerage Support: Investigate trade discrepancies, support asset movement, and monitor trade execution quality in close collaboration with Asset and Brokerage Operations teams to keep brokerage clients running without disruption.
• Strategic Partnership: Build relationships with big-name institutions, acting as both a technical expert and advocate for client success throughout their lifecycle at Paxos.
• Continuous Innovation: Document breakthroughs, codify new best practices, and lead post-incident reviews that shape how support scales for rapid growth.

Technical Support Engineer

• Responds and addresses customers' problems in a timely manner utilizing our support system
• Supports customer in a high-quality, engaging, and empathetic 1:1 discussion.
• Troubleshoot technical issue if required.
• Utilizes proprietary and external tools and resources to identify and resolve customers' inquiries
• Provides feedback on tools, resources, procedures and guidelines to enhance workflow and the customer experience
• Understands the technical back end and operations of our project
• Improves and expands technical knowledge and familiarity with technical issues to better assist customer
• Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.

Technical Support Advisor

• Leads, develops, and guides other product support professionals
• Takes ownership and accountability of larger customers for service requests
• Ensures customer concerns are addressed and service requests progress to successful resolutions

Technical Support Manager

• Responds and addresses customers problems in a timely manner utilizing our support system
• Supports customer in a high quality, engaging, and empathetic 1:1 discussion.
• Troubleshoot technical issue if required.
• Utilizes proprietary and external tools and resources to identify and resolve customers inquiries
• Provides feedback on tools, resources, procedures and guidelines to enhance workflow and the customer experience
• Understands the technical back end and operations of our project
• Improves and expands technical knowledge and familiarity with technical issues to better assist customer
• Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.

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