Own all inbound technical requests from clients, API vendors, and internal teams: resolve directly what does not require engineering judgment (API clarifications, integration questions, known behavior, documentation gaps), and prepare full written context for everything that requires escalation
Act as the first point of contact for technical questions in dedicated client and vendor Slack channels; own communication back to the client on escalated bugs until resolution
Own status page updates and client-facing communication during incidents and maintenance windows
Stay aware of system health through dashboards, logs, and alerting; confirm whether something needs escalation, and trigger incident escalation when service availability or data integrity is at risk
Act as operational support during active incidents, performing manual workarounds when instructed by engineering, and propose improvements to monitoring where it is lacking
Own and maintain API docs, integration guides, FAQ, and runbooks in Confluence; write documentation clear and structured enough to be consumed accurately by both humans and AI tools, and treat every repeated question as a documentation gap to close
Create and maintain Jira tickets for all requests that require tracking or escalation; keep tickets updated so QA and engineering never need to chase support-side context

2-3+ years in a technical support, integration support, or technical operations role in a software product company
Ability to read and write basic SQL queries for data investigation
Ability to inspect application logs to identify errors, trace request flows, and extract relevant context
Comfortable working with REST APIs: reading documentation, constructing requests, interpreting responses and error codes
Confident daily use of AI tools for investigation, drafting, and documentation work, with the judgment to verify AI output before it reaches a client
Prior crypto experience is optional; building a working understanding of crypto and stablecoin payment flows on the job is a mandatory part of the role
Strong written English, clear and appropriate for both technical and non-technical audiences
Organized and self-directed: able to manage multiple open requests without losing track of what is pending and what needs follow-up
High agency: you follow issues through to resolution yourself, close recurring questions with documentation without being asked, and know what genuinely needs escalation.

Technical Support Engineer

Key skills