Senior Technical Support Engineer

What you’ll do

• Troubleshoot and resolve technical issues raised by customers, across multiple infrastructure layers.
• Partner with Engineering to escalate and resolve bugs, outages, or unexpected behavior in production.
• Proactively monitor and flag potential issues before they impact customers.
• Respond to urgent situations with clarity, empathy, and a methodical approach.
• Improve our runbooks, tooling, and documentation to make support more efficient and scalable.
• Feed insights from customer issues back to Product and Engineering to shape roadmap and UX improvements.

You’ll thrive in this role if you:

• Have hands-on experience in technical support, infrastructure ops, or DevOps in a fast-paced B2B or cloud environment.
• Are a self-starter who can thrive with autonomy and take initiative as the first regional hire.
• Stay calm in high-stakes situations and enjoy solving complex technical problems.
• Are comfortable with container orchestration (e.g. Kubernetes), storage/compute systems, APIs, and observability stacks.
• Can write or read code snippets (Go, Solidity, or TypeScript preferred).
• Understanding of L1s or rollup architectures.
• Have built or contributed to support tooling and automation.
• Communicate clearly, even under pressure, keeping customers informed and confident.
• Enjoy working across teams and digging deep into how things really work under the hood.