Key skills
Technical support experienceCloud platforms familiarityAPIs knowledgeIncident management skillsTroubleshooting skillsDocumentation skillsCollaboration with stakeholdersClient onboarding experiencefintech trendsExperience in blockchainExperience in cryptoExperience in digital assetsOwnershipinitiativeGoBlockchainSaaSLeadershipCollaboration
About this role
Paxos is on a mission to open the world’s financial system to everyone by enabling the instant movement of any asset. As a Technical Support Engineer, you will establish scalable support processes, collaborate closely with Solutions Engineering for client onboarding, and proactively resolve technical issues to enhance the customer experience.
Responsibilities:
- Define and Evolve Support: Partner with leadership and cross-functional teams to design support operations that anticipate customer needs and continually raise the bar for service
- Client Onboarding Collaboration: Work closely with Solutions Engineers to architect onboarding experiences for high-profile enterprise clients, combining technical know-how with a deep understanding of user journeys
- Proactive Support: Go beyond incident response—monitor platform activity and collaborate with developers, infrastructure, and product to spot and solve pain points before they impact clients
- Strategic Partnership: Build relationships with big-name institutions, acting as both a technical expert and advocate for client success throughout their lifecycle at Paxos
- Continuous Innovation: Document breakthroughs, codify new best practices, and lead post-incident reviews that shape how support scales for rapid growth
- Industry Leadership: Stay plugged into fintech, cloud, blockchain, and SaaS trends—bringing forward-thinking ideas to keep Paxos at the cutting edge
Requirements:
- Experience (2-3+ years) in technical support or customer-facing engineering roles, ideally at high-growth tech companies where ambiguity spurs innovation
- You thrive in startup environments, valuing speed, autonomy, and the ability to set the direction—rather than follow prescribed processes
- You're comfortable collaborating with senior stakeholders, including engineers, product managers, and external institutional clients
- Deep troubleshooting, documentation, and incident management skills; familiarity with modern cloud platforms, APIs, and the compliance landscape of fintech
- Appetite for ownership: you proactively contribute ideas, champion best practices, and iterate quickly alongside top-tier colleagues
- Bonus: direct experience in blockchain, crypto, or digital asset platforms