Technical Operations Support Engineer

Job Summary
The Technical Operations Support Engineer will support production operations for emerging blockchain and Web3 applications while developing tools, documentation, and support processes to improve system stability and serviceability. The role combines technical operations support, production monitoring, incident management, troubleshooting, and collaboration with software development teams. The engineer will investigate production issues across application and blockchain layers, develop diagnostic tools and runbooks, and contribute to improving the reliability of digital asset applications. This is a remote position requiring candidates to reside within a 60-mile radius of Boston, Massachusetts, with working hours from 4:00 PM to 12:00 AM EST, Monday through Friday, and on-call availability during nights, weekends, and holidays.

Key Responsibilities
• Develop and implement a comprehensive technical support framework, including diagnostic tools and user documentation.
• Monitor production systems supporting blockchain applications, including Bitcoin, Ethereum, Solana, and other public blockchain solutions.
• Serve as the first line of defense for off-hours production incidents, using software development knowledge to diagnose and help resolve technical issues.
• Manage the production incident lifecycle, including detection, triage, categorization, mitigation, containment, resolution, and root cause analysis.
• Collaborate with business teams to understand use cases and work with core development teams to improve product serviceability and stability.
• Build and maintain technical runbooks, operational documentation, and support processes.
• Develop proactive monitoring dashboards and improve observability using tools such as CloudWatch, Datadog, Prometheus, or Grafana.
• Analyze application logs in formats such as JSON and XML to identify and isolate failures across front-end, back-end, and blockchain layers.
• Use tools such as Postman and cURL to troubleshoot APIs and investigate integration issues.
• Review code changes using Git and GitHub and apply software development knowledge to support production troubleshooting.
• Identify potential weaknesses through testing and stress-testing approaches to improve application resilience.
• Balance active digital asset application support with the development of support tools, processes, and documentation.

Required Qualifications
• 2-5 years of experience in technical operations support or DevOps.
• Experience managing the production incident lifecycle, from detection and triage through mitigation, resolution, and root cause analysis.
• Experience creating and documenting technical runbooks and using issue-tracking tools such as Jira or ServiceNow.
• Experience developing monitoring dashboards using tools such as CloudWatch, Datadog, Prometheus, or Grafana.
• Ability to analyze complex logs, including JSON and XML, and troubleshoot issues across application layers.
• Experience using Postman, cURL, or similar tools to diagnose API and integration failures.
• Familiarity with at least one programming language, such as Python, JavaScript/TypeScript, Go, Rust, or Java.
• Familiarity with Git and GitHub for reviewing code changes.
• Strong written and verbal communication skills.
• Ability to work independently during off-hours and participate in on-call support, including nights, weekends, and holidays.
• Ability to work remotely while residing within a 60-mile radius of Boston, Massachusetts.

Preferred Qualifications
• Certifications in AWS, Azure, GCP, Certified Kubernetes Administrator (CKA), or blockchain technologies.
• Experience working with public blockchain networks such as Ethereum, Solana, or Bitcoin.
• Understanding of blockchain node connectivity, public and private key management, and blockchain network troubleshooting.
• General knowledge of smart contract execution, including Solidity, gas fees, and transaction monitoring.