Senior Technical Solutions Engineer

Role Overview

• Serve as the escalation point for complex technical issues across the Chainalysis product suite, including KYT (Know Your Transaction), Reactor (Cloud and On Premises), Data Solutions, and related APIs.
• Act as a technical resource during customer deployment projects, guiding clients through On Premises and API integration design, onboarding, and go-live.
• Diagnose and resolve API integration issues including authentication errors, rate limiting, timeout failures, and unexpected response behaviors.
• Execute bulk data operations using internal scripts and SQL, including data deletions, alert closures, transaction exports, and user migrations.
• Support data migration efforts, including bulk loading of historical transactions, organization-to-organization migrations, and legacy data imports.
• Advise customers on SSO/Identity integration (OIDC, SAML, Okta) and platform configuration best practices.
• Investigate data discrepancies, transaction processing failures, alert anomalies, and blockchain-specific issues across multiple networks and asset types.
• Develop and maintain working knowledge of blockchain networks, asset types, and protocol-specific behaviors to support customer investigations and troubleshoot chain-specific issues.
• Manage the On-Premises deployment lifecycle, including installation, infrastructure planning, data ingestion, version upgrades, and ongoing maintenance.
• Troubleshoot On-Premises server issues including data ingestion failures, service outages, data update delays, and resource constraints.
• Work within security-sensitive and restricted-access environments, including airgapped networks and law enforcement or government customer deployments.
• Support customers through On-Premises version upgrades and cloud migration planning, ensuring minimal disruption and data continuity.
• Travel to client sites as needed (approximately 15%) to support On-Premises software installations, upgrades, and critical maintenance.
• Create and maintain technical documentation, runbooks, and SOPs that enable customers and internal teams to resolve common issues independently.
• Collaborate closely with internal Product, Engineering, and Customer Success teams to escalate bugs, communicate customer feedback, and support feature rollouts.
• Mentor and train support agents and peers on technical processes, tooling, and SOPs.

Requirements

• 5+ years of experience in a technical support, solutions engineering, systems engineering, or similar customer-facing technical role.
• Demonstrated ability to independently own and drive resolution of complex, multi-stakeholder technical issues from initial triage through to completion.
• Diagnosed and resolved complex technical issues in a customer-facing support, solutions engineering, systems engineering, or similar role.
• Guided customers through API integrations, including reading API documentation, troubleshooting HTTP requests/responses, and advising on integration architecture.
• Written and executed SQL queries for data investigation, extraction, and bulk operations.
• Built scripts or automation (Python, Bash, or similar) to perform bulk data operations and streamline repetitive tasks.
• Communicated complex technical concepts to both technical and non-technical audiences across customers, support teams, and engineering.
• Operated successfully in fast-paced, ticket-driven environments requiring the ability to prioritize and manage multiple concurrent issues, including urgent escalations.
• Supported a global customer base across multiple time zones, adapting communication style and availability to meet diverse regional needs.
• Deployed, maintained, or troubleshot server-based or On-Premises software in customer environments with restricted access.
• Comfort working within security-sensitive environments, including law enforcement, government, or classified customer deployments.
• Ideally supported cryptocurrency compliance workflows, such as transaction monitoring, alert triage, or sanctions screening.

Tech Stack

• Cloud
• Python
• SQL

Benefits