Senior Support Engineer - Americas

Company Overview Validation Cloud is the AI platform powering Web3 finance. The company delivers products across Data x AI, Staking, and Node API—trusted by billions in staked assets with #1 global node performance. At the core is Mavrik, its proprietary intelligence engine that reimagines how institutions interact with and analyze Web3 data. Backed by over $20M in venture funding and a world-class team spanning San Francisco, New York, London, and beyond - Validation Cloud is building the future of the internet. The Opportunity As a Senior Support Engineer , you will play a critical role in delivering a best-in-class customer experience for our enterprise blockchain products. You'll serve as a key technical liaison between our customers and engineering teams, ensuring that our infrastructure and services are performing reliably, securely, and at scale. This is an opportunity to work at the intersection of blockchain and cutting-edge infrastructure, where your impact will directly support the success of Validation Cloud’s #1 Ranked Node API product and Enterprise Staking solution. You will work across teams to triage complex issues, drive operational improvements, and help scale support processes to meet the needs of our growing customer base. You’ll also have a hand in evolving our tooling, documentation, and monitoring to make support more efficient and proactive. Key Responsibilities Serve as a technical expert and point of contact for enterprise customers, helping resolve production issues and answering platform questions. Monitor production systems and infrastructure health, proactively identifying and resolving issues to maintain high availability. Collaborate with DevOps and Engineering teams to escalate and troubleshoot deep technical problems. Create and maintain customer-facing documentation and internal runbooks to streamline issue resolution. Create and expand internal monitoring dashboards. Participate in the on-call rotation and lead incident response when necessary. Partner with Product and Engineering teams to advocate for customer needs and prioritize fixes and improvements. Drive continuous improvements in support operations, tooling, and workflows. About You 6+ years of experience in technical support roles with a customer-facing component. Strong troubleshooting and debugging skills in distributed systems and cloud-native environments. Experience with on-call tools like Opsgenie or Datadog On-call or similar alternatives Working knowledge of monitoring tools like DataDog and incident management best practices. Strong written and verbal communication skills, especially when engaging with technical and non-technical stakeholders. Passion for delivering an outstanding customer experience through technical excellence and empathy. This is a 100% Remote position in the Americas region, working hours need to align with North America business hours 9:00am - 5:00pm PST or EST. Bonus…