Senior Support Engineer APAC

New

Skills

AWS Customer Experience Datadog Devops Distributed systems Engineer Kubernetes Tech Support Technical Documentation

As a Senior Support Engineer, you will be instrumental in delivering exceptional customer experiences for our enterprise blockchain solutions, including our #1 Ranked Node API product and Enterprise Staking. This remote role, based in the APAC region, places you at the intersection of blockchain and scalable infrastructure, where your technical expertise will directly impact platform reliability, customer satisfaction, and operational excellence.

Job Overview
  • Serve as the primary technical liaison between enterprise customers and engineering teams.
  • Ensure infrastructure performance, reliability, and security at scale.
  • Drive operational improvements and scale support processes to meet a growing global customer base.
  • Enhance tooling, documentation, and monitoring for proactive support.
  • Participate in on-call rotation and lead incident response initiatives.
Key Responsibilities
  • Resolve complex production issues and answer platform-related queries for enterprise customers.
  • Monitor production systems and proactively identify and resolve infrastructure issues to ensure high availability.
  • Collaborate with DevOps and Engineering teams to troubleshoot deep technical problems.
  • Create and maintain customer-facing documentation and internal runbooks to streamline support workflows.
  • Develop and expand internal monitoring dashboards and support tooling.
  • Advocate for customer needs with Product and Engineering teams, prioritizing fixes and improvements.
  • Drive continuous improvements in support operations, tooling, and workflows.
Required Skills & Qualifications
  • 6+ years in technical support roles with a customer-facing component.
  • Strong troubleshooting and debugging skills in distributed systems and cloud-native environments.
  • Hands-on experience with Kubernetes operational support.
  • Familiarity with bare metal providers (Hetzner, Equinix, OVH) and public clouds (AWS).
  • Proven experience supporting or operating blockchain node infrastructure.
  • Background in managing uptime in large-scale, multi-region production environments.
  • Security-focused mindset with expertise in key management and compliance-driven environments.
  • Proficiency with monitoring and on-call tools (Opsgenie, Datadog).
  • Exceptional written and verbal communication skills for technical and non-technical audiences.
  • Passion for delivering outstanding customer experiences through technical excellence and empathy.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: 12 Months

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