Technical Support Engineer - West Coast

Our client operates in the digital asset and blockchain industry, addressing the increasing complexity and rapid growth in the use of digital assets. They provide a secure and straightforward platform that enables companies to work with digital assets efficiently. Trusted by major financial institutions, banks, and Web3 companies worldwide, the platform supports a broad range of clients, including global banks and recognized brands.

About the Opportunity

This role serves as the initial point of contact for customers, delivering expert technical support for our SaaS platform in the cryptocurrency and DeFi space. You will ensure customer success by resolving complex issues with empathy and accuracy while collaborating with internal teams to maintain high-quality support. The position operates on a 24/7 schedule during US-Pacific hours, including weekends and holidays, to meet customer needs.

Responsibilities

• Act as a trusted advisor and advocate for customers, managing inquiries efficiently and empathetically.
• Provide real-time technical support through communication tools, ensuring timely issue resolution.
• Deliver advanced support for the platform, addressing customer needs thoroughly.
• Escalate complex issues to senior teams and collaborate for resolution.
• Identify recurring problems and contribute to process improvements.
• Maintain detailed case documentation throughout the support process.
• Communicate effectively during critical incidents and participate in incident management.
• Follow business processes and policies while suggesting enhancements to improve the customer experience.

Requirements

• 1 to 2 years of experience in customer support or a related role.
• Strong troubleshooting skills with the ability to prioritize under pressure.
• Excellent written and verbal communication skills with professionalism and empathy.
• Ability to build strong customer relationships and act as an advocate.
• Customer-focused mindset ensuring resolutions support customer success.
• Experience managing and resolving complex issues collaboratively.
• Adaptability to changing customer needs and task prioritization.
• Commitment to ongoing learning and awareness of industry trends.

Nice-to-Have

• Bachelor’s degree in Computer Science, Information Systems, or equivalent experience.
• Experience supporting SaaS solutions or working in financial services or tech sectors.
• Familiarity with databases, scripting languages (Python, JavaScript), and monitoring tools like Coralogix, Kibana, Grafana, or LogStash.
• Understanding of blockchain technologies and cryptographic principles.
• Ability to collaborate effectively in team environments.

Pay

Estimated base salary range: $90,000 to $95,000. Compensation may include target bonuses, equity grants, and benefits. Final compensation is based on individual experience and qualifications.