Senior Technical Support Engineer

🕒 Julho 29

🌽 Illinois, New York – Remoto

🌽 Illinois – Remote 🗽 New York – Remote

⏰ Tempo Integral

🟠 Sênior

📞 Engenheiro de Suporte

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Zero Hash

SiteLinkedInTodas as Vagas

51 - 200 funcionários

💳 Fintech

₿ Cripto

🌐 Web 3

💰 $105.000.000 Series D em 2022-01

Fintech • Crypto • Web 3

Zero Hash é uma empresa que fornece soluções de infraestrutura para integrar produtos de cripto e stablecoins a diversas plataformas. Ao oferecer tecnologia API-first e infraestrutura regulatória turnkey, a Zero Hash permite que empresas, especialmente nos setores de fintech, pagamentos e bancário, desenvolvam e lancem produtos de cripto e stablecoins de forma eficiente e em conformidade. Seus serviços cobrem uma ampla gama de aplicações, incluindo investimentos, plataformas de trading, gateways de pagamento e marcas, com foco em simplificar o processo de gestão de custódia, liquidez e liquidação para seus clientes. A Zero Hash oferece suporte a mais de 60 ativos digitais e atua em mais de 200 países.

Descrição

• Act as the final escalation point for the support team. • Deep-dive into complex codebases, distributed systems, and enterprise client integrations to identify hidden bugs, performance bottlenecks, and intricate configuration issues. • Partner closely with Software Engineering and Product teams to escalate critical bugs, advocate for architectural improvements based on client feedback, and directly influence the technical roadmap. • Architect and build internal tools, scripts, and comprehensive dashboards to automate support workflows, reduce resolution times, and monitor overall API health at scale. • Lead the creation of robust alerts, observability monitors, and detailed runbooks to catch platform issues before they impact end-users. • Take the reins during major incidents, providing immediate, high-level support and transparent communication for our enterprise partners during critical application and infrastructure events. • Serve as a technical mentor to junior and mid-level Technical Support Engineers, creating internal training materials and documentation, and leveling up the team's diagnostic capabilities.

🎯 Requisitos

• 5+ years of experience in a highly technical client-facing support engineering, solutions engineering, or backend software development role—ideally within enterprise SaaS, fintech / blockchain, or trading infrastructure. • Deep architectural understanding of REST APIs, SDKs, websockets, webhooks, and how to debug complex authentication and payload issues. • Ability to write complex, optimized SQL queries to retrieve, analyze, and troubleshoot data across massive internal databases. • Strong proficiency in writing and debugging code in one or more common programming languages, preferably Python, Javascript/Typescript, or Golang. • Hands-on experience leveraging AI tools, LLM APIs, or AI-driven developer tooling to accelerate code debugging, automate root-cause analysis, and streamline support workflows. • Deep experience with logging and observability platforms, documentation, sophisticated ticket tracking, and SLA monitoring tools. • Proven ability to deconstruct and explain highly complex technical issues clearly to both technical engineering teams and non-technical executive stakeholders.

🏖️ Benefícios

• Healthcare Insurance: zerohash covers roughly 100% of employee premiums as well as a portion of spouse/children (U.S. only) • Vision & Dental Insurance (U.S. only) • Chance to earn equity • Maternity & Paternity leave (after 6 months) • WeWork All Access Membership • WFH Yearly Stipend • L&D Yearly Stipend (after 6 months)