Technical Support Engineer (AMER)

Zero Hash; Chicago (IL); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health Insurance

Vision & Dental Insurance

Equity

Maternity & Paternity leave

WeWork All Access Membership

WFH Yearly Stipend

L&D Yearly Stipend

Job summary

Zero Hash is seeking a Technical Support Engineer in Chicago to troubleshoot complex client integrations, drive the reliability of our global transfer platform, and communicate technical findings clearly to both technical and non-technical stakeholders.

You will partner with Engineering to prioritize bugs, build internal tooling and dashboards, monitor API health, and lead incident support for enterprise clients.

Qualifications

• 3+ years in a technical client-facing support/solutions role.
• Strong understanding of REST APIs, websockets and webhooks.
• Ability to write SQL queries to retrieve data from databases.
• Proficiency in Python, JavaScript/TypeScript, Golang, or Rust.
• Experience with logging, documentation, ticket tracking, and SLA monitoring tools.
• Ability to explain complex technical issues to non-technical stakeholders.

Responsibilities

• Deep-dive into code and client integrations to identify issues.
• Collaborate with Engineering to prioritize bugs and feedback.
• Build internal tools, scripts and dashboards to improve support and monitor API health.
• Create alerts, monitors and runbooks to catch issues early.
• Provide incident support for enterprise partners on critical apps and infrastructure.

Skills

REST APIs

Websockets

Webhooks

SQL

Python

JavaScript/TypeScript

Golang

Rust

Communication

Tools

Docker

Kubernetes

Logging tools

Documentation tooling

Ticket tracking systems

SLA monitoring

Job description

About the Job

Join zerohash as a Technical Support Engineer and help drive the efficiency of our global value transfer infrastructure. This role is perfect for a detail-oriented professional with a few years of experience who enjoys technical problem-solving and communicating directly with clients to make an immediate impact. You will play a key part in ensuring our digital asset and fiat transactions move seamlessly while using your technical skills to build internal improvements and processes.

Responsibilities

• Technical Troubleshooting: Deep-dive into complex code and client integrations to identify bugs, performance bottlenecks, and configuration issues.
• Product Advocacy: Collaborate with Engineering to elevate and prioritize bugs, product gaps, and client feedback.
• Tooling: Build internal tools, scripts, and dashboards to improve the efficiency of the support process and monitor API health.
• Alerting: Create alerts, monitors, and runbooks to catch issues before they bubble into something bigger.
• Incident Management: Provide support for our enterprise partners during incidents on critical applications and infrastructure issues.

Requirements

• Experience: +3 years of experience in a technical client-facing support engineering, solutions engineering, or software development role.
• API Knowledge: Strong understanding REST APIs, SDKS, websockets, and webhooks.
• SQL Knowledge: Ability to write SQL queries to retrieve and analyze data from internal databases.
• Polyglot: Proficiency in one or more common programming languages, preferably Python, Javascript/Typescript, Golang, or Rust.
• Tooling Experience: Experience with logging, documentation, ticket tracking, and SLA monitoring tools.
• Communication: Ability to break down technical issues clearly to both technical and non-technical stakeholders.

Preferred

• Experience working with Docker, Kubernetes, and other infrastructure components
• Background in fintech, SaaS, or other fast-moving industries
• Basic understanding of blockchains, crypto, and web3 technologies

Benefits

• Healthcare Insurance: zerohash covers roughly 100% of employee premiums as well as a portion of spouse/children (U.S. only)
• Vision & Dental Insurance (U.S. only)
• Chance to earn equity
• Maternity & Paternity leave (after 6 months)
• WeWork All Access Membership
• WFH Yearly Stipend
• L&D Yearly Stipend (after 6 months)