Technical Support Engineer

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Directly engage with customers' support tickets, delivering prompt, precise, and compassionate assistance to adhere to established SLAs.

• Triage, investigate, and resolve technical and product-related issues concerning cryptocurrency transactions, blockchain ledger activities, and API integrations.

• Take ownership of customer escalations from start to finish, working closely with the Engineering team.

• Participate in on-call rotations, which may include occasional weekend shifts, to support our global 24/7 operations.

• Lead and participate in incident management initiatives, including post-incident assessments and root cause analysis.

• Develop, enhance, and sustain internal support tools and operational workflows, leveraging AI-driven engineering tools to boost team efficiency and automate repetitive tasks.

• Enhance external help documentation and maintain an internal repository of high-quality, vetted responses for recurring issues.

• Provide technical expertise for core products, participating in bug bashes and User Acceptance Testing (UAT) as required.

• Drive and contribute to team OKRs and cross-functional projects aimed at improving customer experience, reliability, and operational excellence.

• Serve as a technical leader and escalation point within the team, guiding colleagues on complex issues and best practices.

⛳️ Requirements

• A minimum of 4 years of experience in technical issue resolution within a fast-paced global support team for a SaaS-based product or relevant experience in financial services.

• Proven experience in assisting customers with diagnosing and debugging development issues.

• Programming experience in one or more of the following languages: Javascript, PHP, Objective-C, Python, Golang, and Solidity.

• Ideally possess an understanding of AWS and GCP cloud solutions, REST APIs, distributed systems, databases, and developer tools.

• Familiarity with the following tools is preferred: SQL, Postman, Kibana, Jira, Salesforce, Confluence.

• Experience engaging with developer communities such as Discord or Gradual.

• Proficient with AI-enhanced engineering tools to optimize development and troubleshooting workflows (e.g., GitHub Copilot, Cursor, or Claude Code).

• Demonstrated experience in incident management, including leading high-priority technical escalations, performing root cause analysis (RCA), and being part of on-call rotations.

• Strong problem-solving abilities and analytical skills.

• Excellent writing talent and the ability to communicate complex problems clearly.

• Multilingual capabilities are preferred.

• Willingness to work on weekends and holidays as needed.

• Familiarity with Slack, Apple MacOS, and GSuite.

• Experience in training and enhancing team skills, particularly in imparting technical knowledge.

🏝️ Benefits

• Flexible work environment

• Professional development opportunities