Remote Technical Support Engineer (Fintech/Crypto)

Cyclops; Miami (FL); Remote; USD 60,000 - 90,000; Part time

Benefits offered by this job

Company issued laptop

Technology Accessories

Annual In-Person Full-Team Meetup

Job summary

Cyclops is seeking a Technical Support Engineer to own the end-to-end technical support function, triaging and resolving issues, and escalating with full context to engineering when needed.

The role requires building a mature support operation, writing clear documentation, and maintaining responsive client communication across API vendors and internal teams. Remote role with US business hours, contractor engagement.

Qualifications

• 2–3+ years in a technical support or related role in a software 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 verification before client delivery.
• Must build a working understanding of crypto and stablecoin payment flows on the job.

Responsibilities

• Own all inbound technical requests; resolve what does not require engineering judgment and prepare full context for escalations.
• Act as first point of contact for technical questions in dedicated client/vendor channels; communicate escalated bugs to clients.
• Own status page updates and client-facing communication during incidents and maintenance windows.
• Monitor system health through dashboards and logs; determine escalation needs and trigger incident escalation when needed.
• Provide operational support during incidents; perform manual workarounds and propose monitoring improvements.
• Maintain API docs, integration guides, FAQ, and runbooks in Confluence; write clear, structured documentation.
• Create and maintain Jira tickets for requests requiring tracking or escalation; keep QA/engineering informed.

Skills

Technical support

SQL queries

Log analysis

REST APIs

AI tools

Crypto basics

Written English

Organization

Escalation management

Tools

Jira

Confluence

Slack

Job description

Cyclops is seeking a Technical Support Engineer to own the end-to-end technical support function, triaging and resolving issues, and escalating with full context to engineering when needed.

The role requires building a mature support operation, writing clear documentation, and maintaining responsive client communication across API vendors and internal teams. Remote role with US business hours, contractor engagement.