Technical Support Engineer

Phiture; United States; Remote; USD 70,000 - 90,000; Full time

Job summary

A leading company in the Web3 space is seeking a Technical Support Engineer. In this role, you will handle escalations related to production health, ensuring robust and secure production environments. You will work closely with development and QA teams to maintain system integrity and service quality, playing a critical part in operational excellence.

Qualifications

• 2+ years experience in Technical Support, SRE, QA, DevOps.
• Familiarity with cloud-native architectures and monitoring tools.
• Ability to troubleshoot across multiple layers.

Responsibilities

• Act as primary escalation point for internal support.
• Triage and resolve production issues across environments.
• Validate production deployments in collaboration with QA.

Skills

Cloud-native architectures

Monitoring and telemetry stacks

Troubleshooting

Incident management workflows

Strong communication skills

Tools

Grafana

Prometheus

Datadog

Job description

Title: Technical Support Engineer

Department: Engineering

Location: Remote within EU

About Block Labs

Block Labs is a leading force in the Web3 space, incubating, investing in, and accelerating top-tier fintech, crypto and iGaming projects. With a mission to shape the future of decentralized technology, we partner with visionary startups to raise funding, refine product-market fit, and grow their audiences. Our diverse team drives innovation, using deep industry expertise and an extensive network to empower the next wave of blockchain-driven companies. At Block Labs, we’re passionate about turning bold ideas into breakthrough success.

About The Role

In this hands-on role, you will be the first line of defense for internal escalations related to production health, user experience, and platform stability. As a Technical Support Engineer, you will work at the intersection of development, QA, infrastructure and security, triaging issues, validating deployments, reviewing logs and alerts, and driving resolutions to completion. You will be essential in ensuring our production environments are robust, monitored, and secure. Your diligence and ownership will directly impact uptime, service quality, and internal velocity.

Key Responsibilities

• Act as the primary escalation point for internal stakeholders and 1st level support teams.
• Triage, investigate, and coordinate resolution of production issues across multiple environments and services.
• Validate and verify production deployments in collaboration with Engineering and QA.
• Perform lightweight QA and smoke testing post-deployment to ensure functional integrity.
• Review application logs, dashboards, and alerting systems to identify and resolve anomalies proactively.
• Participate in daily monitoring and maintenance of production systems, working to prevent outages before they occur.
• Contribute to security and operational reviews, ensuring compliance with internal standards.
• Maintain and improve observability by enhancing dashboards, alerts, and runbooks.
• Participate in the on-call rotation, providing rapid response during service disruptions or anomalies.
  
  

About You

• 2+ years of experience in a Technical Support, SRE, QA, or DevOps-adjacent role.
• Understanding of modern cloud-native architectures.
• Familiarity with monitoring and telemetry stacks such as Grafana, Prometheus, Datadog, or similar.
• Comfortable with being part of an on-call rotation.
• Experience troubleshooting issues across multiple layers: frontend, backend, infrastructure.
• Able to read and interpret logs, stack traces, and system alerts to diagnose issues quickly.
• Hands-on experience in validating production deployments and conducting post-release checks.
• Exposure to incident management workflows and collaboration with engineering and product teams.
• Basic knowledge of scripting and SQL is a plus.
• Strong communication skills and a proactive mindset; you take ownership of problems until they’re resolved.