Technical Support Engineer

You will own the technical support function end to end by triaging and resolving client, vendor, and internal requests, communicating about escalated issues, supporting incidents, monitoring system health, maintaining documentation, and tracking work in Jira. You will also improve support processes and documentation as the function matures.

Responsibilities

• Own inbound technical requests
• Resolve integration questions and known issues
• Prepare context for escalations
• Communicate with clients and vendors in Slack
• Provide client communication during escalated bugs
• Update status pages during incidents and maintenance
• Monitor dashboards, logs, and alerts
• Trigger incident escalation when necessary
• Perform incident workarounds
• Improve monitoring
• Maintain API documentation, integration guides, FAQs, and runbooks
• Create and maintain Jira tickets

Requirements

• 2-3+ years of technical support, integration support, or technical operations experience
• Basic SQL query skills
• Application log investigation
• REST API experience
• Daily use of AI tools
• Strong written English
• Issue organization and follow-up
• Fintech, payments, or crypto experience preferred
• B2B client or API vendor experience preferred
• ITSM familiarity preferred
• Technical documentation experience preferred
• SOC2 or ISO compliance exposure preferred
• OpenAPI or Swagger familiarity preferred

Benefits

• Flexible work schedule
• Company-issued laptop
• Technology accessories
• Annual in-person full-team meetup