Technical Support Engineer

🔥 7 minutes ago

🏄 California – Remote

🏄 California – Remote

⏳ Contract/Temporary

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

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Cyclops

WebsiteLinkedInAll Job Openings

11 - 50 employees

₿ Crypto

💳 Fintech

🤝 B2B

Crypto • Fintech • B2B

Cyclops is an all-in-one B2B payments platform that provides unified crypto and stablecoin infrastructure tailored exclusively for payments companies. The platform supports receiving crypto and stablecoins at physical and digital checkouts, 24/7 global stablecoin settlement, conversions between fiat, crypto and stablecoins, virtual accounts, and crypto-based payouts, plus orchestration and on/off-ramp APIs for custom integrations. Cyclops focuses on compliant, end-to-end digital asset solutions for payment processors and merchants operating across borders.

📋 Description

• 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

🎯 Requirements

• 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.

🏖️ Benefits

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