Technical Support Engineer (Remote)

Role OverviewWith Cyclops now actively supporting client integrations, technical questions, bug reports, and operational issues need a dedicated first line: someone who resolves the majority of issues independently and escalates the rest with full context already prepared. As the Technical Support Engineer, you will own the technical support function end-to-end (triage, resolution, client communication, documentation, monitoring awareness) and act as the internal bridge between what clients experience and what engineering needs to know. The function has recently been established: you will take it from its first working version to mature operation. Success means clients and partners stay unblocked, and engineering time is protected from unnecessary interruptions.Key ResponsibilitiesOwn all inbound technical requests from clients, API vendors, and internal teams: resolve directly what does not require engineering judgment (API clarifications, integration questions, known behavior, documentation gaps), and prepare full written context for everything that requires escalationAct as the first point of contact for technical questions in dedicated client and vendor Slack channels; own communication back to the client on escalated bugs until resolutionOwn status page updates and client-facing communication during incidents and maintenance windowsStay aware of system health through dashboards, logs, and alerting; confirm whether something needs escalation, and trigger incident escalation when service availability or data integrity is at riskAct as operational support during active incidents, performing manual workarounds when instructed by engineering, and propose improvements to monitoring where it is lackingOwn and maintain API docs, integration guides, FAQ, and runbooks in Confluence; write documentation clear and structured enough to be consumed accurately by both humans and AI tools, and treat every repeated question as a documentation gap to closeCreate and maintain Jira tickets for all requests that require tracking or escalation; keep tickets updated so QA and engineering never need to chase support-side contextRequired Qualifications2-3+ years in a technical support, integration support, or technical operations role in a software product companyAbility to read and write basic SQL queries for data investigationAbility to inspect application logs to identify errors, trace request flows, and extract relevant contextComfortable working with REST APIs: reading documentation, constructing requests, interpreting responses and error codesConfident daily use of AI tools for investigation, drafting, and documentation work, with the judgment to verify AI output before it reaches a clientPrior crypto experience is optional; building a working understanding of crypto and stablecoin payment flows on the job is a mandatory part of the roleStrong written English, clear and appropriate for both technical and non-technical audiencesOrganized and self-directed: able to manage multiple open requests without losing track of what is pending and what needs follow-upHigh agency: you follow issues through to resolution yourself, close recurring questions with documentation without being asked, and know what genuinely needs escalationPreferred ExperienceExperience in fintech, payments, or cryptoPrevious engineering experience (QA, developer, or similar) is a strong plusExperience working directly with B2B clients or API vendors in a technical capacityFamiliarity with ITSM concepts and support process designExperience maintaining technical documentation or knowledge basesExposure to SOC2 or ISO compliance requirementsFamiliarity with OpenAPI/Swagger specs and structured documentation practicesReporting StructureReports to the Director of Engineering. Works closely with QA, engineering, and product on a daily basis, and participates in engineering team standups. This role does not include direct people management, though the expectation is that it grows into function ownership as client count and request volume increase.Why This RoleThe support function is freshly built: you will develop it from its first working version into a mature operation, refining processes, expanding documentation, and improving tooling as the client base growsClear growth path into function ownership as client count and request volume increaseLocationRemote. USA, Argentina, or Brazil. The role works US business hours (Eastern Time).Compensation and BenefitsAs an independent contractor, you'll enjoy the flexibility to determine how and when you deliver your work, while partnering closely with our team to meet agreed milestones and business objectives. Compensation and engagement terms will be outlined in your contractor agreement.Additional BenefitsCompany issued laptopTechnology AccessoriesAnnual In-Person Full-Team Meetup