Senior Technical Support Engineer

zerohash • Chicago, NY

12d

About The Position

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.

Requirements

• 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.
• Deep architectural understanding of REST APIs, SDKs, websockets, webhooks, and how to debug complex authentication and payload issues.
• Ability to write complex, optimized SQL queries to retrieve, analyze, and troubleshoot data across massive internal databases.
• Strong proficiency in writing and debugging code in one or more common programming languages, preferably Python, Javascript/Typescript, or Golang
• Hands-on experience leveraging AI tools, LLM APIs, or AI-driven developer tooling to accelerate code debugging, automate root-cause analysis, and streamline support workflows.
• Deep experience with logging and observability platforms, documentation, sophisticated ticket tracking, and SLA monitoring tools.
• Proven ability to deconstruct and explain highly complex technical issues clearly to both technical engineering teams and non-technical executive stakeholders.

Nice To Haves

• Hands-on experience working with Docker, Kubernetes, and cloud infrastructure components (AWS, GCP).
• Strong background in fintech, high-frequency trading, SaaS, or other fast-moving, highly regulated industries.
• Solid understanding of blockchains, cryptography, web3 technologies, and digital asset market structure.
• Hands-on experience debugging FIX protocol messages, managing FIX sessions, and troubleshooting connectivity to trading engines, OMS/EMS platforms, or exchange infrastructure.

Responsibilities

• 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.
• 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.
• Architect and build internal tools, scripts, and comprehensive dashboards to automate support workflows, reduce resolution times, and monitor overall API health at scale.
• Lead the creation of robust alerts, observability monitors, and detailed runbooks to catch platform issues before they impact end-users.
• 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).
• 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.

Benefits

• Healthcare Insurance: zerohash covers roughly 100% of employee premiums as well as a portion of spouse/children (U.S. only)
• Vision & Dental Insurance (U.S. only)
• Chance to earn equity
• Maternity & Paternity leave (after 6 months)
• WeWork All Access Membership
• WFH Yearly Stipend
• L&D Yearly Stipend (after 6 months)

What This Job Offers

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