Product Support Engineer – USA

Utila • NY, NY

2d

About The Position

At Utila, you’ll help build a modern, enterprise-grade platform that powers digital asset operations for over 200 global institutions. Our technology secures $15B+ in monthly transaction volume and has protected over $100B to date. We’re growing fast, backed by $50M in funding, with a rapidly expanding customer base. We work on mission-critical systems that demand innovation, precision, and deep technical expertise. If you’re excited by complex challenges, enjoy collaborating with exceptionally strong teammates, and want to make a real impact in financial technology, you’ll feel right at home here. Join us and help build something big. As Utila’s first Product Support Engineer in US, you will play a pioneering role in supporting our customers in the region, ensuring their technical success, and delivering an exceptional product experience. You will investigate issues independently, collaborate across teams globally, and act as a trusted technical resource throughout the customer journey.

Requirements

• 3+ years of experience as a Technical Support Engineer or Product Support Engineer.
• Experience supporting or working with SaaS-based products.
• Strong problem-solving skills, curiosity, and passion for technology.
• Excellent interpersonal and communication skills.
• Team-oriented mindset with a collaborative approach.
• Experience working with APIs and cloud environments (AWS, Azure, etc.)
• Familiarity with observability tools such as Datadog.
• Strong analytical, diagnostic, and problem-solving skills.
• Comfortable working autonomously as the first regional hire and contributing to process-building.
• MUST: Native Spanish speaker.

Nice To Haves

• Experience with Python or Go
• Experience with GCP, Grafana, or blockchain / digital asset infrastructure
• Prior experience in startup or fast-scaling environments
• Mentoring or establishing technical support practices

Responsibilities

• Investigate and troubleshoot issues reported by customers, reproducing problems and involving team members as needed.
• Apply strong analytical and critical-thinking skills to diagnose and resolve complex technical challenges.
• Build and maintain strong customer relationships through clear communication, professionalism, and understanding of customer needs.
• Collaborate with Product, Engineering, and Customer Success teams globally to ensure smooth case handling and knowledge sharing.
• Take a proactive approach to customer satisfaction by identifying concerns early and removing technical blockers.
• Escalate high-priority issues to management as needed, ensuring visibility and timely resolution.
• Identify opportunities to improve internal processes, documentation, and support workflows, and take ownership of driving these improvements.
• Provide structured reporting and updates to give visibility into open issues and customer status.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed