Support Engineer

Allium

6d • Remote

About The Position

Allium is building the System of Record for Onchain Finance, ingesting, verifying, and standardizing data across 140+ blockchains and 30+ petabytes of history. We are looking for a Support Engineer to join our team and help us provide exceptional technical support to our institutional customers. In this role, you will troubleshoot and resolve complex customer issues, collaborate with engineering to identify and fix bugs, develop internal tools, write documentation, and contribute to our AI-native support system. You will gain deep knowledge of petabyte-scale data infrastructure, AI-native support, institutional customer management, blockchain mechanics, enterprise data delivery, and data quality investigations. This role offers a path to becoming an Allium Data Wizard, with a strong emphasis on learning from customer interactions and building essential data skills.

Requirements

• Fluency in AI tools, common failure modes and modern practices.
• Fluency in SQL - you can confidently write, optimize, and debug complex queries.
• Experience providing technical support for a SaaS or data product.
• A working knowledge of blockchain data primitives across ecosystems like Solana and EVM chains.
• Familiarity with APIs, data connectors, and ETL tools.
• Comfort with scripting or automation in Python, Bash, or similar languages.
• Strong understanding of Linux environments and command-line tools.
• Excellent communication and documentation skills — you can explain complex concepts simply.
• A proactive, empathetic approach to customer relationships.
• The ability to work independently and take full ownership of issues from report to resolution.

Nice To Haves

• Experience with data warehouses (Snowflake, BigQuery, Redshift) or BI tools.
• Exposure to infrastructure-as-code tools (Terraform, Ansible, etc.).
• Experience in debugging API or integration issues across cloud environments.
• Familiarity with data modeling or transformation frameworks (dbt, Airbyte, etc.).
• Experience with message queues and event buses (Google Pubsub, Kafka etc)

Responsibilities

• Troubleshoot and resolve complex customer issues involving SQL queries, data pipelines, API integrations and other Allium Integrations (e.g. kafka)
• Map customer issues to where the solution exists in Allium, including datasets, delivery mechanisms, documentation, or integration patterns.
• Help customers diagnose problems in their data sources (Snowflake, BigQuery, Postgres, etc.) and optimize performance.
• Collaborate with engineering to investigate bugs, identify patterns, and ship fixes.
• Develop internal tools and scripts to automate troubleshooting and improve customer response times.
• Write clear documentation and knowledge base articles for customers and internal teams.
• Partner with the GTM and product teams to translate customer pain points into actionable insights.
• Participate in daily syncs to discuss ongoing issues, progress, and improvements.
• Synthesize all of the above into an AI-native system that builds leverage.
• Triage and prioritize incoming issues against customer SLAs, distinguishing critical data incidents from routine queries and sequencing work for maximum impact.

Benefits

• Medical, Dental, Vision, Life and AD&D insurance - US folks get 100% coverage for Gold plans, 80% for dependents
• Meaningful early-stage equity. Every full-time employee receives a stock option grant so you can share directly in Allium's upside
• Flexible, trust-based paid time off. We encourage people to take the rest they need. In every country we hire, our policies meet or exceed local statutory vacation requirements
• Company sponsored 401(k) plan in US so you can save pre-tax for the long term

What This Job Offers

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