Senior Support Engineer - Americas

Role overview A senior support engineering role focused on enterprise-grade blockchain infrastructure products. The position acts as a key technical liaison between enterprise customers and internal engineering teams, with responsibility for triaging complex production issues, monitoring infrastructure health, and helping scale support processes for a growing customer base.

Responsibilities - Serve as the technical point of contact for enterprise customers, resolving production issues and answering platform questions - Monitor production systems and infrastructure health, proactively identifying and resolving issues to maintain high availability - Collaborate with DevOps and engineering teams to escalate and troubleshoot deep technical problems - Create and maintain customer-facing documentation and internal runbooks to streamline issue resolution - Build and expand internal monitoring dashboards - Participate in the on-call rotation and lead incident response when necessary - Partner with product and engineering to advocate for customer needs and prioritize fixes and improvements - Drive continuous improvements in support operations, tooling, and workflows

Requirements - 6+ years of experience in customer-facing technical support roles - Strong troubleshooting and debugging skills in distributed systems and cloud-native environments - Hands-on experience with on-call tools such as Opsgenie, Datadog On-Call, or comparable alternatives - Working knowledge of monitoring tools like Datadog and incident management best practices - Strong written and verbal communication skills with both technical and non-technical stakeholders - A passion for delivering an outstanding customer experience through technical excellence and empathy

Nice to have - Kubernetes operational support experience - Familiarity with bare metal providers (Hetzner, Equinix, OVH) and public clouds such as AWS - Experience supporting or operating blockchain node infrastructure - Background managing uptime in large-scale, multi-region production environments - Security-focused mindset with exposure to key management, secure infrastructure, or compliance-driven environments

Benefits and work setup - Competitive salary and equity options - Comprehensive health insurance (medical, dental, vision) - Generous vacation and paid time off - Fully remote work, based in the Americas region - Working hours aligned to North American business hours (9:00am-5:00pm PST or EST) - Biannual company offsite - Cell phone stipend and provided hardware