Technical Support Engineer(US)

Zendesk; United States; On-site; USD 85,000 - 125,000; Full time

Job summary

A leading technical support company is seeking a candidate for a technical support role. Responsibilities include providing 24/7 technical support, investigating issues, and maintaining a ticketing system. The ideal candidate should have familiarity with API integrations, be able to read backend logs (Java/Go/Node), and possess strong analytical skills. Excellent communication with teams and stakeholders is essential. A background in QA, SRE, or DevOps and programming experience is preferred. Interested applicants can submit their resumes for consideration.

Qualifications

• Familiar with API integrations.
• Able to read backend logs (Java / Go / Node).
• Capable of quickly identifying issue sources: frontend, backend, network, configuration.
• Able to explain technical issues to non-technical stakeholders.

Responsibilities

• Provide rapid response and handling of technical support incidents.
• Support technical team with issue investigation and optimization.
• Maintain and improve the technical support ticketing system and knowledge base.
• Participate in defect ticket analysis and incident reviews.
• Participate in defect ticket analysis, incident reviews, severity classification, and root-cause tracking.

Skills

API integrations

Reading backend logs

Identifying issues

Communication with non-technical stakeholders

Technical communication

P0 incident handling

Job description

Responsibilities

Participate in the platform’s 7×24 technical support, ensuring rapid response and initial handling of common incidents.

Quickly become familiar with exchange business modules and independently provide technical support and issue explanations to external users and partners.

Support the technical team with issue investigation, technical optimization, tool improvements, and external communication as part of daily operations.

Maintain and continuously improve the technical support team’s ticketing system, knowledge base, SOPs, and operation manuals to enhance overall support efficiency.

Participate in defect ticket analysis, incident reviews, severity classification, and root-cause tracking to ensure issues are effectively closed.

Requirements

• Technical Skills:
  • Familiar with API integrations
  • Able to read backend logs (Java / Go / Node, any one is sufficient)
• Analytical & Troubleshooting Skills:
  • Capable of quickly identifying the source of issues: frontend / backend / network / configuration / third-party
  • Able to provide an initial assessment independently and drive cross-team collaboration
• Communication Skills:
  • Able to explain technical issues to non-technical stakeholders
  • Work efficiently with product, engineering, operations, and business teams
• Work Model:
  • Able to handle urgent issues and P0-level incidents
• Nice to Have:
  • Background in QA / SRE / DevOps
  • Programming ability with experience in automation or diagnostic script development
  • Experience in crypto exchanges, fintech, or payment industries

Interested applicants are invited to submit a detailed resume to: