Technical Support Engineer

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Utila

WebsiteLinkedInAll Job Openings

11 - 50 employees

₿ Crypto

💳 Fintech

Crypto • Fintech • Blockchain

Utila is a comprehensive platform designed to manage digital asset operations securely. It enables organizations to handle their trading, payments, treasury management, and tokenization across multiple blockchains with a focus on security and usability. Utila's solutions are built on a state-of-the-art MPC (Multi-Party Computation) wallet infrastructure, ensuring high levels of security and flexibility for businesses and institutions dealing with crypto transactions.

📋 Description

• Investigate and troubleshoot issues reported by customers, reproducing problems and involving team members as needed. • Apply strong analytical and critical-thinking skills to diagnose and resolve complex technical challenges. • Build and maintain strong customer relationships through clear communication, professionalism, and understanding of customer needs. • Collaborate with Product, Engineering, and Customer Success teams globally to ensure smooth case handling and knowledge sharing. • Take a proactive approach to customer satisfaction by identifying concerns early and removing technical blockers. • Escalate high-priority issues to management as needed, ensuring visibility and timely resolution. • Identify opportunities to improve internal processes, documentation, and support workflows, and take ownership of driving these improvements. • Provide structured reporting and updates to give visibility into open issues and customer status.

🎯 Requirements

• 3+ years of experience as a Technical Support Engineer or Product Support Engineer. • Experience supporting or working with SaaS-based products. • Strong problem-solving skills, curiosity, and passion for technology. • Excellent interpersonal and communication skills. • Team-oriented mindset with a collaborative approach. • Experience working with APIs and cloud environments (AWS, Azure, etc.) • Familiarity with observability tools such as Datadog. • Strong analytical, diagnostic, and problem-solving skills. • Comfortable working autonomously as the first regional hire and contributing to process-building. • MUST: Native-level English and Spanish. • Bonus Skills: Experience with Python or Go. • Experience with GCP, Grafana, or blockchain / digital asset infrastructure. • Prior experience in startup or fast-scaling environments. • Mentoring or establishing technical support practices.