Technical Support Engineer (L2) - Remote UK or France

1kx Network; United Kingdom; Remote; USD 45,000 - 85,000; Full time

Job summary

An established industry player is seeking a Technical Support Engineer to join their remote team. In this pivotal role, you will provide top-notch technical support to enterprise clients, leveraging your expertise in programming and modern development tools. You'll collaborate closely with various teams, ensuring customer satisfaction while mentoring less experienced engineers. This role offers flexibility with remote or hybrid options, alongside generous benefits including paid holidays, a workplace budget for home office setup, and opportunities for professional growth. If you're passionate about technology and teamwork, this opportunity is perfect for you!

Benefits

25 Days Paid Holiday

Birthday Off

Attractive Maternity and Paternity Policies

Gym Classes or Spa Treatments

Apple MacBook Pro

$200 Workplace Budget

Training and Development Budget

English language course options

Qualifications

• 5+ years in a technical support role with strong SQL proficiency.
• Experience with programming languages like Javascript or Python for scripting.

Responsibilities

• Deliver exceptional technical support and resolve customer issues.
• Collaborate with teams to improve processes and mentor junior engineers.

Skills

Javascript

Typescript

Python

Ruby

SQL

Communication Skills

Organizational Skills

Tools

Git

Docker

PostgreSQL

Grafana

Zendesk

Job description

Cryptio

Cryptio is an enterprise-grade crypto back-office platform. Our software helps financial institutions, corporates, and crypto-native companies navigate the fragmented digital-asset landscape with confidence. We have raised $26m to date and are backed by tier-1 crypto and non-crypto investors: Point Nine, 1kx, BlueYard, Tim Draper, Alven, and Ledger Cathay. Some of our clients include top institutions like Circle, Uniswap, or the Government of El Salvador.

Location

This is a fully remote position within the UK or France. You should be able to easily join one of our hubs from time to time. Our hubs are Paris, London, and New York.

About the Role

Cryptio is looking for a Technical Support Engineer interested in working in the finance/accounting field. You will be joining our L2 Support squad, which focuses on providing excellent technical support to enterprise customers.

You’ll collaborate closely with the L1 Support squad, the Customer Success squad, as well as the software engineers developing our products. This is a central role, which demands great teamwork.

Responsibilities

1. Deliver exceptional technical customer support.
2. Own, troubleshoot, and resolve customer technical issues (Zendesk tickets).
3. Leverage your technical expertise to implement “one-time fixes.”
4. Deploy the Cryptio stack locally, debug issues, and qualify bugs before escalating them.
5. Contribute to our back office/tooling roadmap.
6. Advocate Cryptio best practices both internally and externally.
7. Provide feedback to the Engineering and Product teams based on customer needs.
8. Mentor technical support engineers with less experience.
9. Collaborate with the Technical Support Lead to improve team processes and efficiency.

Requirements

1. 5+ years of experience in a relevant role.
2. Proficiency with a programming language suitable for scripting such as Javascript, Typescript, Python, or Ruby.
3. Proficient with modern development tools (Git, Docker, the CLI).
4. Fluent with SQL (mandatory, we use PostgreSQL).
5. Familiar with Grafana (or similar).
6. Familiar with Zendesk (or similar).
7. Fluent in English (mandatory).
8. Excellent communication and organizational skills.
9. Thriving when working with others.
10. Quick learner.

Nice To Have

1. Interested in the crypto field (crypto knowledge is NOT mandatory).
2. Prior experience working on finance-related products OR crypto-related products, confident with numbers.
3. Prior experience working in a start-up/fast-paced environment.

Interview Process

1. Talent Screen - 45 min (Talent).
2. Technical Interview - 90 min (Lead Support Engineer and/or Technical Support Engineer).
3. Team Interview - 45 min (Customer Success + Product).
4. Leadership Interview - 45 min (CTO).

Benefits

Fully-Remote / Hybrid – The choice is yours!

25 Days Paid Holiday + Bank Holidays + Your Birthday Off.
Earn an extra day of annual leave for every year you're at Cryptio.

Attractive Maternity and Paternity Policies for your growing family.

Gym Classes or Spa Treatments with ClassPass (or gym reimbursements)!

Apple MacBook Pro – The best tech at your fingertips!

$200 Workplace Budget to create your perfect home office!

Training and Development Budget – Invest in yourself and grow!

*UK has these additional benefits: 4% Pension Contributions towards your future + Private Medical & Dental Insurance with Allianz.

*France has these additional benefits: English language course options.