Senior Technical Support Engineer

About the Job Join us as a Senior Technical Support Engineer and help drive the resilience, scale, and efficiency of our global value transfer infrastructure. This role is perfect for a highly technical, detail-oriented professional who excels at architectural problem-solving and acts as the ultimate escalation point for our most complex integration and infrastructure challenges. You will not only play a critical part in ensuring our digital asset and fiat transactions move seamlessly for our enterprise partners, but you will also lead the charge in building internal improvements, driving product engineering decisions, and mentoring the broader support team. If you enjoy deep-diving into code, architecting scalable support processes, and communicating directly with high-tier clients to make an immediate, global impact, this role is for you. Responsibilities Advanced Technical Troubleshooting: 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. Product & Engineering Advocacy: 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. Advanced Tooling & Automation: Architect and build internal tools, scripts, and comprehensive dashboards to automate support workflows, reduce resolution times, and monitor overall API health at scale. Proactive Alerting & Systems Reliability: Lead the creation of robust alerts, observability monitors, and detailed runbooks to catch platform issues before they impact end-users. Critical Incident Management: Take the reins during major incidents, providing immediate, high-level support and transparent communication for our enterprise partners during critical application and infrastructure events. Lead post-incident root cause analyses (RCAs). Mentorship & Team Elevation: 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 Experience: 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. Advanced API Knowledge: Deep architectural understanding of REST APIs, SDKs, websockets, webhooks, and how to debug complex authentication and payload issues. Advanced SQL Knowledge: Ability to write complex, optimized SQL queries to retrieve, analyze, and troubleshoot data across massive internal databases. Polyglot Developer: Strong proficiency in writing and debugging code in one or more common programming languages, preferably Python, Javascript/Typescript, or Golang AI Tooling &…