Technical Support Engineer

Circle is one of the world’s leading internet financial platform companies, building the foundation of a more open, global economy through digital assets and blockchain infrastructure. They are seeking a Technical Support Engineer to provide world-class support to customers using their API-based products, resolve technical issues, and improve customer experience.

Responsibilities:

• Engage directly with customers support tickets, providing timely, accurate, and empathetic support to meet defined SLAs
• Triage, investigate, and resolve technical and product issues related to cryptocurrency transactions, blockchain ledger activity, and API integrations
• Own customer escalations end-to-end, collaborating closely with Engineering
• Participate in on-call rotations, including occasional weekend coverage, to support our global 24/7 operations
• Lead and contribute to incident management efforts, including post-incident reviews and root cause analysis
• Build, improve, and maintain internal support tooling and operational workflows, utilizing AI-driven engineering tools to increase team efficiency and automate recurring tasks
• Improve external help documentation and maintain an internal library of high-quality, vetted answers for recurring issues
• Provide technical expertise for core products, participating in bug bashes and UAT as needed
• Contribute to team OKRs and cross-functional projects that improve customer experience, reliability, and operational excellence

Requirements:

• 2+ years prior experience in technical issue resolution in a fast paced global support team supporting SaaS based product or relevant experience in financial services
• Experience in helping customers to diagnose and debug development issues
• Programming experience in one or more of the following languages: Javascript, PHP, Objective-C, Python, Golang, and Solidity
• Ideally an understanding of AWS and GCP cloud solutions, REST APIs, distributed systems, databases, and developer tools
• Proven background in incident management, including leading high-priority technical escalations, conducting root cause analysis (RCA), and participating in on-call rotations
• Demonstrated problem-solving approach and analytical skills
• Have a talent for writing and a skill for communicating complex problems clearly
• Availability to work on weekends and holidays as needed
• Experience/familiarity with Slack, Apple MacOS and GSuite
• Knowledge in the following tools preferred: SQL, Postman, Kibana, Jira, Salesforce, Confluence
• Experience with developer communities such as Discord or Gradual
• Proficiency with AI-enhanced engineering tools to streamline development and troubleshooting workflows (e.g., GitHub Copilot, Cursor, or Claude Code)
• Multilingual skills are preferred