Senior Support Engineer - Americas

validationcloud; United States; Remote; USD 140,000 - 190,000; Full time

Benefits offered by this job

Fully remote work (Americas region)

Health insurance

Generous vacation and paid time off

Hardware provided

Cell phone stipend

Biannual company offsite

Job summary

validationcloud is seeking a senior support engineer to act as a technical liaison between enterprise customers and internal engineering teams, triaging complex production issues and monitoring infrastructure health.

The role focuses on enterprise-grade blockchain infrastructure, on-call incident response, and helping scale support processes for a growing customer base while working fully remotely in the Americas region with North American business hours.

Qualifications

• 6+ years of experience in customer-facing technical support roles.
• Strong troubleshooting and debugging skills in distributed systems and cloud-native environments.
• Hands-on experience with on-call tools such as Opsgenie, Datadog On-Call, or comparable alternatives.

Responsibilities

• Serve as the technical point of contact for enterprise customers, resolving production issues and answering platform questions.
• Monitor production systems and infrastructure health, proactively identifying and resolving issues to maintain high availability.
• Collaborate with DevOps and engineering teams to elevate and troubleshoot deep technical problems.
• Create and maintain customer-facing documentation and internal runbooks to streamline issue resolution.
• Build and expand internal monitoring dashboards.
• Participate in the on-call rotation and lead incident response when necessary.
• Partner with product and engineering to advocate for customer needs and prioritize fixes and improvements.
• Drive continuous improvements in support operations, tooling, and workflows.

Skills

Customer-facing support

Distributed systems

Cloud-native environments

On-call tooling

Communication

Tools

Opsgenie

Datadog On-Call

Datadog monitoring

Job description

Role overview

A senior support engineering role focused on enterprise-grade blockchain infrastructure products. The position acts as a key technical liaison between enterprise customers and internal engineering teams, with responsibility for triaging complex production issues, monitoring infrastructure health, and helping scale support processes for a growing customer base.

Responsibilities

• Serve as the technical point of contact for enterprise customers, resolving production issues and answering platform questions
• Monitor production systems and infrastructure health, proactively identifying and resolving issues to maintain high availability
• Collaborate with DevOps and engineering teams to elevate and troubleshoot deep technical problems
• Create and maintain customer-facing documentation and internal runbooks to streamline issue resolution
• Build and expand internal monitoring dashboards
• Participate in the on-call rotation and lead incident response when necessary
• Partner with product and engineering to advocate for customer needs and prioritize fixes and improvements
• Drive continuous improvements in support operations, tooling, and workflows

Requirements

• 6+ years of experience in customer-facing technical support roles
• Strong troubleshooting and debugging skills in distributed systems and cloud-native environments
• Hands-on experience with on-call tools such as Opsgenie, Datadog On-Call, or comparable alternatives
• Working knowledge of monitoring tools like Datadog and incident management best practices
• Strong written and verbal communication skills with both technical and non-technical stakeholders
• A passion for delivering an outstanding customer experience through technical excellence and empathy

Nice to have

• Kubernetes operational support experience
• Familiarity with bare metal providers (Hetzner, Equinix, OVH) and public clouds such as AWS
• Experience supporting or operating blockchain node infrastructure
• Background managing uptime in large-scale, multi-region production environments
• Security-focused mindset with exposure to key management, secure infrastructure, or compliance-driven environments

Benefits and work setup

• Competitive salary and equity options
• Comprehensive health insurance (medical, dental, vision)
• Generous vacation and paid time off
• Fully remote work, based in the Americas region
• Working hours aligned to North American business hours (9:00am-5:00pm PST or EST)
• Biannual company offsite
• Cell phone stipend and provided hardware