Senior Technical Support Engineer

This is a fully remote position, open to applicants in Illinois, +1 more state.

📋 Description

• Serve as the ultimate escalation point for the support team.

• Conduct thorough analysis of complex codebases, distributed systems, and enterprise client integrations to discover hidden bugs, performance issues, and intricate configuration challenges.

• Collaborate closely with Software Engineering and Product teams to escalate critical issues, advocate for architectural enhancements based on client feedback, and directly shape the technical roadmap.

• Design and develop internal tools, scripts, and comprehensive dashboards to automate support processes, minimize resolution times, and monitor overall API health at scale.

• Lead the development of robust alerts, observability monitors, and detailed runbooks to proactively identify platform issues before they affect end-users.

• Take charge during major incidents, providing immediate, high-level support and transparent communication for our enterprise partners during critical application and infrastructure events.

• Act as a technical mentor to junior and mid-level Technical Support Engineers, creating internal training materials and documentation to enhance the team's diagnostic skills.

⛳️ Requirements

• A minimum of 5 years of experience in a highly technical client-facing support engineering, solutions engineering, or backend software development role—preferably within enterprise SaaS, fintech/blockchain, or trading infrastructure.

• Strong architectural knowledge of REST APIs, SDKs, websockets, webhooks, and the ability to debug complex authentication and payload challenges.

• Proficiency in writing complex, optimized SQL queries to retrieve, analyze, and troubleshoot data across extensive internal databases.

• Strong ability to write and debug code in one or more widely-used programming languages, ideally Python, Javascript/Typescript, or Golang.

• Practical experience using AI tools, LLM APIs, or AI-driven developer tooling to enhance code debugging, automate root-cause analysis, and streamline support workflows.

• Extensive experience with logging and observability platforms, documentation, advanced ticket tracking, and SLA monitoring tools.

• Demonstrated ability to break down and clearly explain highly complex technical issues to both technical engineering teams and non-technical executive stakeholders.

🏝️ Benefits

• Healthcare Insurance: zerohash covers approximately 100% of employee premiums as well as a portion for spouse/children (U.S. only).

• Vision & Dental Insurance (U.S. only).

• Opportunity to earn equity.

• Maternity & Paternity leave (after 6 months).

• WeWork All Access Membership.

• WFH Yearly Stipend.

• L&D Yearly Stipend (after 6 months).