Technical Support Engineer

🕒 Julho 15

🌐 Estados Unidos, Argentina, +1 outros países – Remoto

🇺🇸 Estados Unidos – Remoto (EUA) 🇦🇷 Argentina – Remoto 🇧🇷 Brasil – Remoto

🏄 California – Remoto

🏄 California – Remote

⏳ Contrato/Temporário

🟢 Júnior

🟡 Pleno

📞 Engenheiro de Suporte

🚫👨‍🎓 Sem graduação necessária

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Cyclops

SiteLinkedInTodas as Vagas

11 - 50 funcionários

💼 Consultoria

📦 Logística

₿ Cripto

Consulting • Logistics • Crypto

Cyclops é uma plataforma de pagamentos B2B integrada que fornece infraestrutura unificada de cripto e stablecoins, especificamente voltada para empresas de pagamentos. A plataforma suporta recebimento de cripto e stablecoins em pontos de venda físicos e digitais, liquidação global de stablecoins 24/7, conversões entre fiat, cripto e stablecoins, contas virtuais, e pagamentos baseados em cripto, além de APIs para orquestração e integração personalizada de on/off-ramp. A Cyclops foca em soluções completas, compatíveis com regulamentações, de ativos digitais para processadores de pagamento e comerciantes que operam internacionalmente.

Descrição

• Own all inbound technical requests from clients, API vendors, and internal teams: resolve directly what does not require engineering judgment (API clarifications, integration questions, known behavior, documentation gaps), and prepare full written context for everything that requires escalation • Act as the first point of contact for technical questions in dedicated client and vendor Slack channels; own communication back to the client on escalated bugs until resolution • Own status page updates and client-facing communication during incidents and maintenance windows • Stay aware of system health through dashboards, logs, and alerting; confirm whether something needs escalation, and trigger incident escalation when service availability or data integrity is at risk • Act as operational support during active incidents, performing manual workarounds when instructed by engineering, and propose improvements to monitoring where it is lacking • Own and maintain API docs, integration guides, FAQ, and runbooks in Confluence; write documentation clear and structured enough to be consumed accurately by both humans and AI tools, and treat every repeated question as a documentation gap to close • Create and maintain Jira tickets for all requests that require tracking or escalation; keep tickets updated so QA and engineering never need to chase support-side context

🎯 Requisitos

• 2-3+ years in a technical support, integration support, or technical operations role in a software product company • Ability to read and write basic SQL queries for data investigation • Ability to inspect application logs to identify errors, trace request flows, and extract relevant context • Comfortable working with REST APIs: reading documentation, constructing requests, interpreting responses and error codes • Confident daily use of AI tools for investigation, drafting, and documentation work, with the judgment to verify AI output before it reaches a client • Prior crypto experience is optional; building a working understanding of crypto and stablecoin payment flows on the job is a mandatory part of the role • Strong written English, clear and appropriate for both technical and non-technical audiences • Organized and self-directed: able to manage multiple open requests without losing track of what is pending and what needs follow-up • High agency: you follow issues through to resolution yourself, close recurring questions with documentation without being asked, and know what genuinely needs escalation.

🏖️ Benefícios

• Company issued laptop • Technology Accessories • Annual In-Person Full-Team Meetup