Summary

We’re looking for a Technical Support Engineer on the Solutions Team — someone eager to take ownership, solve problems end-to-end, and set the bar for how we support customers in the region.

In this role, you’ll be the first line of defense when customers run into issues, working closely with Engineering, Infrastructure, and Solutions to debug, resolve incidents, and keep systems running smoothly. You’ll dive deep into complex technical systems — spanning container orchestration, APIs, observability tooling, and rollup-specific infrastructure — while bringing a calm, systematic, and customer-focused mindset to every challenge.

What you’ll do

1. Troubleshoot and resolve technical issues raised by customers, across multiple infrastructure layers.
2. Partner with Engineering to escalate and resolve bugs, outages, or unexpected behavior in production.
3. Proactively monitor and flag potential issues before they impact customers.
4. Respond to urgent situations with clarity, empathy, and a methodical approach.
5. Improve our runbooks, tooling, and documentation to make support more efficient and scalable.
6. Feed insights from customer issues back to Product and Engineering to shape roadmap and UX improvements.

You’ll thrive in this role if you:

1. Have hands-on experience in technical support, infrastructure ops, or DevOps in a fast-paced B2B or cloud environment.
2. Are a self-starter who can thrive with autonomy and take initiative as the first regional hire.
3. Stay calm in high-stakes situations and enjoy solving complex technical problems.
4. Are comfortable with container orchestration (e.g. Kubernetes), storage/compute systems, APIs, and observability stacks.
5. Can write or read code snippets (Go, Solidity, or TypeScript preferred).
6. Understanding of L1s or rollup architectures.
7. Have built or contributed to support tooling and automation.
8. Communicate clearly, even under pressure, keeping customers informed and confident.
9. Enjoy working across teams and digging deep into how things really work under the hood.

Skills

• Communications Skills
• Development
• Software Engineering
• Solidity
• Team Collaboration
• TypeScript