Senior Tech Support Engineer - Escalations & Infra

zerohash; United States; On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Healthcare Insurance

Equity in zerohash

WFH stipend

Training & learning budget

WeWork access

Mentorship program

L&D stipend

Job summary

zerohash is seeking a Senior Technical Support Engineer to elevate the resilience and scale of our global value transfer infrastructure. You will serve as the escalation authority for complex integrations and architecture challenges, guiding engineering and product decisions, and mentoring the support team.

You will also architect internal tooling, dashboards, and runbooks, while communicating technical issues clearly to enterprise partners.

Qualifications

• 5+ years in a highly technical client-facing support engineering, solutions engineering, or backend software development role—ideally within enterprise SaaS, fintech / blockchain, or trading infrastructure.
• Advanced API Knowledge: Deep architectural understanding of REST APIs, SDKs, websockets, webhooks, and how to debug complex authentication and payload issues.
• Advanced SQL Knowledge: Write complex, optimized SQL queries to retrieve, analyze, and troubleshoot data across large databases.
• Polyglot Developer: Proficiency in one or more common programming languages (Python, Javascript/Typescript, Golang).
• AI Tooling & Automation: Experience using AI tools, LLM APIs, or AI-driven tooling to accelerate debugging and root-cause analysis.
• Systems & Tooling Mastery: Experience with logging, observability platforms, ticketing, and SLA monitoring tools.
• Exceptional Communication: Ability to clearly explain complex issues to technical teams and executive stakeholders.

Responsibilities

• Advanced Technical Troubleshooting: Serve as final escalation for the support team, deep-diving into codebases and distributed systems to identify issues.
• Product & Engineering Advocacy: Collaborate with Software Engineering and Product to escalate bugs and influence architectural improvements.
• Advanced Tooling & Automation: Build internal tools and dashboards to automate workflows and monitor API health at scale.
• Proactive Alerting & Systems Reliability: Create robust alerts and runbooks to catch platform issues before impact.
• Critical Incident Management: Lead major incidents with high-level support and post-incident RCAs.
• Mentorship & Team Elevation: Mentor junior engineers and create training materials.

Skills

Technical Support

API Architecture

REST APIs

SQL

Polyglot Development

AI Tooling

Communication

Tools

Docker

Kubernetes

AWS/GCP

Logging/Observability

Job description

zerohash is seeking a Senior Technical Support Engineer to elevate the resilience and scale of our global value transfer infrastructure. You will serve as the escalation authority for complex integrations and architecture challenges, guiding engineering and product decisions, and mentoring the support team.

You will also architect internal tooling, dashboards, and runbooks, while communicating technical issues clearly to enterprise partners.