Senior Support Engineer

About the role

Join our team as a Senior Support Engineer, where you will be a key technical liaison between our customers and engineering teams. You will monitor production systems, collaborate with DevOps and Engineering teams, create and maintain documentation, and drive continuous improvements in support operations. This is a fully remote position in the North Americas region, offering a dynamic work environment, generous vacation time, comprehensive health insurance, and opportunities for bonus and equity options. Key missions: Serve as a technical expert and point of contact for enterprise customers, helping resolve 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, driving operational improvements. Profile: - Strong written and verbal communication skills, especially when engaging with technical and non-technical stakeholders - Experience with on-call tools like Opsgenie or Datadog On-call or similar alternatives - Strong troubleshooting and debugging skills in distributed systems and cloud-native environments - Passion for delivering an outstanding customer experience through technical excellence and empathy - 6+ years of experience in technical support roles with a customer-facing component - Working knowledge of monitoring tools like DataDog and incident management best practices - This is a 100% Remote position in the North Americas region, working hours need to align with North America business hours 9:00am - 5:00pm PST or EST - We welcome and encourage applicants from all backgrounds and identities to apply for this position! - Kubernetes operational support - Familiarity with bare metal providers (Hetzner, Equinix, OVH) and Public Clouds (AWS) - Experience supporting or operating blockchain node infrastructure - Background in managing uptime in large-scale, multi-region production environments - Security-focused mindset with experience in key management, secure infrastructure, or compliance-driven environments