Senior Support Engineer - Americas

validationcloud; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Health insurance

Vacation

Remote work

Stipend

Equipment

Offsite

Job summary

validationcloud is seeking a Senior Support Engineer to act as a technical liaison for enterprise customers, triaging production issues and monitoring health across distributed systems.

You will collaborate with DevOps and engineering teams to troubleshoot deep technical problems, develop runbooks, and expand monitoring dashboards, while maintaining a strong focus on customer experience and operational excellence.

Qualifications

• 6+ years in customer-facing technical support roles.
• Strong troubleshooting in distributed systems and cloud-native environments.
• Experience with on-call tools and incident management.
• Excellent written and verbal communication for technical and non-technical stakeholders.
• Nice to have Kubernetes operational support experience.
• Familiarity with cloud providers (AWS) and bare metal providers.

Responsibilities

• Serve as technical point of contact for enterprise customers resolving production issues.
• Monitor production systems and infrastructure health for high availability.
• Collaborate with DevOps and engineering to troubleshoot complex problems.
• Create and maintain customer-facing docs and internal runbooks.
• Build and expand internal monitoring dashboards.
• Participate in on-call rotation and lead incident response.
• Partner with product to prioritize fixes and improvements.
• Drive continuous improvements in support operations and tooling.

Skills

Troubleshooting

Customer liaison

On-call management

Cloud-native environments

Documentation

Stakeholder communication

Tools

Opsgenie

Datadog On-Call

Datadog

Kubernetes

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 accelerate 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