Senior Technical Support Engineer

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🔥 1 hour ago

🌽 Illinois, New York – Remote

🌽 Illinois – Remote 🗽 New York – Remote

⏰ Full Time

🟠 Senior

📞 Support Engineer

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Zero Hash

WebsiteLinkedInAll Job Openings

51 - 200 employees

💳 Fintech

₿ Crypto

🌐 Web 3

💰 $105M Series D on 2022-01

Fintech • Crypto • Web 3

Zero Hash is a company that provides infrastructure solutions for the integration of crypto and stablecoin products into various platforms. By offering API-first technology and turnkey regulatory infrastructure, Zero Hash enables businesses, especially in the fintech, payments, and banking sectors, to develop and launch crypto and stablecoin products efficiently and compliantly. Their services cover a wide range of applications including investments, trading platforms, payment gateways, and brands, focusing on simplifying the process of managing custody, liquidity, and settlement for their clients. Zero Hash supports over 60 digital assets and is operational in over 200 countries.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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)