Senior Support Engineer

As a Senior Support Engineer, you will play a critical role in delivering a best-in-class customer experience for our enterprise blockchain products

You’ll serve as a key technical liaison between our customers and engineering teams, ensuring that our infrastructure and services are performing reliably, securely, and at scale

This is an opportunity to work at the intersection of blockchain and cutting‑edge infrastructure, where your impact will directly support the success of Validation Cloud’s #1 Ranked Node API product and Enterprise Staking solution

You will work across teams to triage complex issues, drive operational improvements, and help scale support processes to meet the needs of our growing customer base

You’ll also have a hand in evolving our tooling, documentation, and monitoring to make support more efficient and proactive

Serve as a technical expert and point of contact for enterprise customers, helping resolve production issues and answering platform questions

Monitor production systems and infrastructure health, proactively identifying and resolving issues to maintain high availability

Collaborate with DevOps and Engineering teams to escalate and troubleshoot deep technical problems

Create and maintain customer-facing documentation and internal runbooks to streamline issue resolution

Create and expand internal monitoring dashboards

Participate in the on‑call rotation and lead incident response when necessary

Partner with Product and Engineering teams to advocate for customer needs and prioritize fixes and improvements

Drive continuous improvements in support operations, tooling, and workflows

Benefits

Fully remote work

Generous vacation time and paid time off

Comprehensive health insurance coverage, including medical, dental, and vision

Biannual company offsite

Dynamic and collaborative work environment

Hardware included

Cell Phone Stipend

Opportunity to work with a talented and passionate team in a fast‑growing industry

Bonus and equity options

Qualifications

Strong troubleshooting and debugging skills in distributed systems and cloud‑native environments

Background in managing uptime in large‑scale, multi‑region production environments

Familiarity with bare metal providers (Hetzner, Equinix, OVH) and Public Clouds (AWS)

This is a 100% Remote position in the North Americas region, working hours need to align with North America business hours 9:00am - 5:00pm PST or EST

Experience with on‑call tools like Opsgenie or Datadog On‑call or similar alternatives

Working knowledge of monitoring tools like DataDog and incident management best practices

Experience supporting or operating blockchain node infrastructure

Kubernetes operational support

Passion for delivering an outstanding customer experience through technical excellence and empathy

Security‑focused mindset with experience in key management, secure infrastructure, or compliance‑driven environments

Strong written and verbal communication skills, especially when engaging with technical and non‑technical stakeholders

6+ years of experience in technical support roles with a customer‑facing component

We welcome and encourage applicants from all backgrounds and identities to apply for this position!

#J-18808-Ljbffr