Senior Support Engineer Blockchain

New

Skills

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

As a Senior Support Engineer, you will play a pivotal role in delivering exceptional customer experiences for our enterprise blockchain solutions. Operating remotely within the APAC region, you will act as the key technical liaison between customers and engineering teams, ensuring robust, secure, and scalable infrastructure performance. This position offers the opportunity to work at the forefront of blockchain technology and large-scale distributed systems, directly impacting the reliability and success of our Node API product and Enterprise Staking platform.

Key Responsibilities
  • Serve as the technical expert and main point of contact for enterprise customers, resolving production issues and answering platform inquiries.
  • Monitor production systems, proactively identifying and resolving issues to maintain high availability and reliability.
  • Collaborate with DevOps and Engineering teams to troubleshoot and escalate complex technical problems.
  • Create and maintain customer-facing documentation and internal runbooks to streamline support processes.
  • Develop and expand internal monitoring dashboards for enhanced visibility and incident management.
  • Participate in the on-call rotation and lead incident response as needed.
  • Advocate for customer needs with Product and Engineering teams to prioritize fixes and enhancements.
  • Drive continuous improvements in support operations, tooling, and workflows.
Required Skills & Qualifications
  • 6+ years of experience in technical support roles with a customer-facing component.
  • Proficient troubleshooting and debugging skills in distributed systems and cloud-native environments.
  • Operational experience with Kubernetes and blockchain node infrastructure.
  • Experience with on-call tools (e.g., Opsgenie, Datadog On-call) and monitoring platforms (e.g., Datadog).
  • Familiarity with bare metal providers (Hetzner, Equinix, OVH) and public cloud services (AWS).
  • Demonstrated ability to manage uptime in large-scale, multi-region production environments.
  • Security-focused mindset with experience in key management, secure infrastructure, or compliance-driven settings.
  • Outstanding written and verbal communication skills for engaging with both technical and non-technical stakeholders.
  • Passion for delivering excellent customer experiences through technical expertise and empathy.
  • Ability to work remote APAC hours (09:00-17:00 GMT+10 / 23:00-07:00 GMT).

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: 12 Months

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