Senior Technical Support Engineer

About the Job Join us as a Senior Technical Support Engineer and help drive the resilience, scale, and efficiency of our global value transfer infrastructure. This role is perfect for a highly technical, detail-oriented professional who excels at architectural problem-solving and acts as the ultimate escalation point for our most complex integration and infrastructure challenges. You will not only play a critical part in ensuring our digital asset and fiat transactions move seamlessly for our enterprise partners, but you will also lead the charge in building internal improvements, driving product engineering decisions, and mentoring the broader support team. If you enjoy deep-diving into code, architecting scalable support processes, and communicating directly with high-tier clients to make an immediate, global impact, this role is for you. Responsibilities Advanced Technical Troubleshooting: Act as the final escalation point for the support team. Deep-dive into complex codebases, distributed systems, and enterprise client integrations to identify hidden bugs, performance bottlenecks, and intricate configuration issues. Product & Engineering Advocacy: Partner closely with Software Engineering and Product teams to elevate critical bugs, argue for architectural improvements based on client feedback, and directly influence the technical roadmap. Advanced Tooling & Automation: Architect and build internal tools, scripts, and comprehensive dashboards to automate support workflows, reduce resolution times, and monitor overall API health at scale. Proactive Alerting & Systems Reliability: Lead the creation of robust alerts, observability monitors, and detailed runbooks to catch platform issues before they impact end-users. Critical Incident Management: Take the reins during major incidents, providing immediate, high-level support and transparent communication for our enterprise partners during critical application and infrastructure events. Lead post-incident root cause analyses (RCAs). Mentorship & Team Elevation: Serve as a technical mentor to junior and mid-level Technical Support Engineers, creating internal training materials and documentation, and leveling up the team's diagnostic capabilities. Requirements Experience: 5+ years of experience in a highly technical client-facing support engineering, solutions engineering, or backend software development role—ideally within enterprise SaaS, fintech / blockchain, or trading infrastructure. Advanced API Knowledge: Deep architectural understanding of REST APIs, SDKs, websockets, webhooks, and how to debug complex authentication and payload issues. Advanced SQL Knowledge: Ability to write complex, optimized SQL queries to retrieve, analyze, and troubleshoot data across massive internal databases. Polyglot Developer: Strong proficiency in writing and debugging code in one or more common programming languages, preferably Python, Javascript/Typescript, or Golang AI Tooling & Automation: Hands-on experience leveraging AI tools, LLM APIs, or AI-driven developer tooling to accelerate code debugging, automate root-cause analysis, and streamline support workflows. Systems & Tooling Mastery: Deep experience with logging and observability platforms, documentation, sophisticated ticket tracking, and SLA monitoring tools. Exceptional Communication: Proven ability to deconstruct and explain highly complex technical issues clearly to both technical engineering teams and non-technical executive stakeholders. Preferred Hands-on experience working with Docker, Kubernetes, and cloud infrastructure components (AWS, GCP). Strong background in fintech, high-frequency trading, SaaS, or other fast-moving, highly regulated industries. Solid understanding of blockchains, cryptography, web3 technologies, and digital asset market structure. Hands-on experience debugging FIX protocol messages, managing FIX sessions, and troubleshooting connectivity to trading engines, OMS/EMS platforms, or exchange infrastructure. Benefits Healthcare Insurance: zerohash covers roughly 100% of employee premiums as well as a portion of spouse/children (U.S. only) Vision & Dental Insurance (U.S. only) Chance to earn equity Maternity & Paternity leave (after 6 months) WeWork All Access Membership WFH Yearly Stipend L&D Yearly Stipend (after 6 months) About zerohash zerohash is the leading crypto and stablecoin infrastructure platform and the operating system for digital money, powering the next generation of financial services. Founded in 2017, zerohash enables banks, brokerages, fintechs, and payment companies to offer crypto trading, stablecoin payments, and tokenized assets without having to build or manage complex blockchain infrastructure on their own. The zerohash platform supports three core pillars: Trade, Transact, and Tokenize. Through a single integration, customers can launch regulated crypto buy, sell, and custody services; enable 24/7 stablecoin-based funding, payouts, and settlement; and issue and manage tokenized assets with built-in compliance, risk controls, and reporting. By abstracting away technical, regulatory, and operational complexity, zerohash allows partners to treat digital assets as just another financial primitive: fast, programmable, and global. zerohash is trusted by some of the world’s most recognized financial and consumer brands, including Interactive Brokers, Morgan Stanley, Stripe, Franklin Templeton, BlackRock, DraftKings, Gusto, Worldpay, Kalshi, One Pay, among others. Today, zerohash infrastructure supports millions of end users across brokerage, wealth, payments, and marketplace platforms globally. The company is deeply regulated and compliance-first, operating across the U.S. and internationally with licenses and approvals that allow partners to enter crypto and stablecoins with confidence. zerohash has become a trusted partner for enterprises seeking to modernize financial products while meeting the highest standards for security, risk management, and regulatory oversight. To date, zerohash has raised over $280 million in funding from a mix of leading venture firms and strategic investors, including Morgan Stanley, Interactive Brokers, SoFi, Point72 Ventures, Bain Capital Crypto, Lightspeed Venture Partners, and more. zerohash has been featured in top-tier media outlets such as Bloomberg, CNBC, The Wall Street Journal, Financial Times, Reuters, Forbes, and CoinDesk, and its leadership team regularly contributes to global conversations on the future of payments, investing, and financial infrastructure. At zerohash, we’re building the infrastructure that makes digital money work securely, compliantly, and at global scale. The zerohash Culture All zerohash employees are guided by the following characteristics and core principles: Independence/Ownership - An ability to work autonomously. Join zerohash, pitch ideas, and shape the work you do. Passion - We are innovating quickly and challenging the status quo. We want you to think big, be creative and make a difference every day. Collaborative - A good attitude and respect for others. We’re teammates, not co-workers. Everything we do is a shared success and equally a shared failure - we talk in terms of \"we\" not \"me\". Initiative - An ability and passion for learning and asking questions. We will champion you, challenge you and push you to achieve your best - and we expect you to do the same. Empathy - An ability to listen, respect, and understand your co-workers, customers, and everyone you interact with no matter how different they are to you. Adaptability - An ability to respond quickly. We are in a fast-paced industry and so we expect you to be creative when solving a new problem and comfortable under pressure. Transparency - We believe that transparency is critical to empowering everyone to make the best decisions, both the company to its people and vice versa. Integrity - Integrity creates trust. As both an organization collectively and as individuals, it is our most valuable asset. #J-18808-Ljbffr