Technical Support Engineer
New
Must be based in EU or APAC time zones for coverage alignment, EU and APAC time zonesFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 2+ years
- Required Skills
- PythonGrafanaPrometheusRESTful APIsNetworkingTroubleshootingTechnical supportDebugging
Requirements
- 2+ years of experience in technical support, QA, DevOps, or software engineering roles
- Working knowledge of APIs and Python for debugging and basic scripting tasks
- Strong understanding of troubleshooting workflows and diagnostic techniques
- Experience using debugging and networking tools such as curl, tcpdump, Wireshark, or similar
- Familiarity with observability tools like Grafana, Prometheus, Sentry, or Loki
- Strong written and verbal communication skills
- Ability to manage multiple tickets and prioritize effectively in a fast-paced environment
- Experience in developer-facing roles or technical communities
- Exposure to financial data, trading systems, or early-stage startups
Responsibilities
- Serve as the primary L1 support contact for API, integration, authentication, onboarding, and billing-related inquiries
- Troubleshoot and resolve well-documented technical issues using logs, reproduction steps, and system analysis
- Escalate complex incidents to L2/L3 support or engineering teams with complete technical context
- Maintain accurate ticket documentation, including issue replication steps and diagnostic details
- Identify recurring customer issues and contribute to improving FAQs, documentation, and onboarding materials
- Support developer communities by answering questions and gathering user feedback
- Occasionally contribute technical content such as guides, tutorials, and best practices
- Collaborate with engineering and product teams to improve overall support workflows and user experience
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