Senior Technical Support Engineer

About the role

Join zerohash as a Senior Technical Support Engineer to drive resilience, scale, and efficiency of our global value‑transfer infrastructure. You will be the ultimate escalation point for complex integration and infrastructure challenges while mentoring the support team.

Key responsibilities

• Act as the final escalation point, deep‑diving into codebases, distributed systems, and enterprise integrations to resolve hidden bugs and performance issues.
• Partner with Software Engineering and Product teams to advocate for architectural improvements and influence the technical roadmap.
• Design and build internal tools, scripts, and dashboards to automate workflows, reduce resolution times, and monitor API health at scale.
• Create robust alerts, observability monitors, and runbooks to proactively catch platform issues.
• Lead major incident response, provide high‑level support, and conduct post‑incident root‑cause analyses.
• Mentor junior and mid‑level engineers, develop training materials, and elevate the team’s diagnostic capabilities.

Required profile

• 5+ years in technical client‑facing support, solutions engineering, or backend development, preferably in enterprise SaaS, fintech, blockchain, or trading infrastructure.
• Strong communication skills to explain complex technical issues to both engineering teams and executive stakeholders.

Required skills

• Proficiency in Python, JavaScript/TypeScript, or Go.
• Deep knowledge of REST APIs, SDKs, websockets, webhooks, and authentication debugging.
• Advanced SQL querying for large databases.
• Experience with Docker, Kubernetes, and cloud platforms (AWS, GCP).
• Hands‑on with logging, observability, ticketing, and SLA monitoring tools.
• Familiarity with AI tooling, LLM APIs, and automation of root‑cause analysis.

What we offer

• Healthcare, vision, and dental insurance (U.S. only) with near‑full premium coverage.
• Equity participation and yearly stipends for remote work, learning & development.
• WeWork All Access membership and generous parental leave after six months.