Technical Support Engineer

Career Guidance; United States; Remote; USD 75,000 - 110,000; Full time

Job summary

Career Guidance is seeking a Technical Support Engineer for a full-time remote role to support users of our crypto and fintech platforms. You will diagnose issues, guide users through product features, and document incidents to improve self-service resources.

Work with engineering, security, and operations to enhance service reliability. Respond via email, chat, and phone and adapt to a 24/7 crypto environment for a global user base.

Qualifications

• Proven experience as a Technical Support Engineer in crypto, blockchain, Web3, fintech, or digital assets.
• Strong knowledge of cryptocurrency wallets, exchanges, blockchain networks, tokens, and smart contracts.
• Experience troubleshooting deposits, withdrawals, failed transactions, wallet connections, and account-access issues.
• Ability to investigate transaction hashes using Etherscan or other blockchain explorers.
• Experience with REST APIs, WebSockets, Postman, SQL, Jira, Zendesk, or similar tools.
• Ability to identify phishing, scams, unauthorized activity, and potential security risks.
• Strong documentation, communication, and problem-solving skills.
• Ability to expedite technical issues to engineering, security, and operations teams.
• Availability to work flexible hours in a 24/7 crypto environment.

Responsibilities

• Diagnose and resolve technical issues for platform users.
• Respond to customer inquiries via email, chat, and phone.
• Document incidents and maintain knowledge base articles.
• Escalate complex issues to engineering or product teams.
• Collaborate with cross-functional teams to improve service reliability.

Skills

Crypto/Web3 knowledge

Technical troubleshooting

Customer communication

Documentation

Tools

REST APIs

WebSockets

Postman

SQL

Jira

Zendesk

Job description

Company Description

Career Guidance is a growing organization dedicated to helping individuals navigate their professional paths and achieve sustainable career growth. The company focuses on providing tools, resources, and support services that enable clients to make informed career decisions. Through a combination of technology-driven solutions and personalized assistance, Career Guidance aims to improve access to high-quality career information and services. Team members collaborate remotely to deliver reliable, user-centered support to a diverse client base.

Role Description

The Technical Support Engineer is a full-time remote role responsible for providing timely, reliable support to users of Career Guidance’s platforms and services. Day-to-day tasks include diagnosing and resolving technical issues, responding to customer inquiries via email, chat, and phone, and guiding users through product features and troubleshooting steps. The role involves documenting incidents, maintaining knowledge base articles, and escalating complex issues to engineering or product teams when necessary. The Technical Support Engineer will collaborate with cross-functional teams to improve service reliability, contribute feedback on recurring issues, and help enhance overall user experience.

Qualifications

• Proven experience as a Technical Support Engineer in crypto, blockchain, Web3, fintech, or digital assets.
• Strong understanding of cryptocurrency wallets, exchanges, blockchain networks, tokens, and smart contracts.
• Experience troubleshooting deposits, withdrawals, failed transactions, wallet connections, and account-access issues.
• Ability to investigate transaction hashes using Etherscan or other blockchain explorers.
• Experience with REST APIs, WebSockets, Postman, SQL, Jira, Zendesk, or similar tools.
• Ability to identify phishing, scams, unauthorized activity, and potential security risks.
• Strong documentation, communication, and problem-solving skills.
• Ability to expedite technical issues to engineering, security, and operations teams.
• Availability to work flexible hours in a 24/7 crypto environment.