Technical Support Engineer (Remote)

Technical Support Engineer

With Cyclops now actively supporting client integrations, technical questions, bug reports, and operational issues need a dedicated first line: someone who resolves the majority of issues independently and escalates the rest with full context already prepared. As the Technical Support Engineer, you will own the technical support function end-to-end (triage, resolution, client communication, documentation, monitoring awareness) and act as the internal bridge between what clients experience and what engineering needs to know. The function has recently been established: you will take it from its first working version to mature operation. Success means clients and partners stay unblocked, and engineering time is protected from unnecessary interruptions.

Key Responsibilities

• Own all inbound technical requests from clients, API vendors, and internal teams: resolve directly what does not require engineering judgment (API clarifications, integration questions, known behavior, documentation gaps), and prepare full written context for everything that requires escalation
• Act as the first point of contact for technical questions in dedicated client and vendor Slack channels; own communication back to the client on escalated bugs until resolution
• Own status page updates and client-facing communication during incidents and maintenance windows
• Stay aware of system health through dashboards, logs, and alerting; confirm whether something needs escalation, and trigger incident escalation when service availability or data integrity is at risk
• Act as operational support during active incidents, performing manual workarounds when instructed by engineering, and propose improvements to monitoring where it is lacking
• Own and maintain API docs, integration guides, FAQ, and runbooks in Confluence; write documentation clear and structured enough to be consumed accurately by both humans and AI tools, and treat every repeated question as a documentation gap to close
• Create and maintain Jira tickets for all requests that require tracking or escalation; keep tickets updated so QA and engineering never need to chase support-side context

Required Qualifications

• 2-3+ years in a technical support, integration support, or technical operations role in a software product company
• Ability to read and write basic SQL queries for data investigation
• Ability to inspect application logs to identify errors, trace request flows, and extract relevant context
• Comfortable working with REST APIs: reading documentation, constructing requests, interpreting responses and error codes
• Confident daily use of AI tools for investigation, drafting, and documentation work, with the judgment to verify AI output before it reaches a client
• Prior crypto experience is optional; building a working understanding of crypto and stablecoin payment flows on the job is a mandatory part of the role
• Strong written English, clear and appropriate for both technical and non-technical audiences
• Organized and self-directed: able to manage multiple open requests without losing track of what is pending and what needs follow-up
• High agency: you follow issues through to resolution yourself, close recurring questions with documentation without being asked, and know what genuinely needs escalation

Preferred Experience

• Experience in fintech, payments, or crypto
• Previous engineering experience (QA, developer, or similar) is a strong plus
• Experience working directly with B2B clients or API vendors in a technical capacity
• Familiarity with ITSM concepts and support process design
• Experience maintaining technical documentation or knowledge bases
• Exposure to SOC2 or ISO compliance requirements
• Familiarity with OpenAPI/Swagger specs and structured documentation practices

Reporting Structure

Reports to the Director of Engineering. Works closely with QA, engineering, and product on a daily basis, and participates in engineering team standups. This role does not include direct people management, though the expectation is that it grows into function ownership as client count and request volume increase.

Why This Role

• The support function is freshly built: you will develop it from its first working version into a mature operation, refining processes, expanding documentation, and improving tooling as the client base grows
• Clear growth path into function ownership as client count and request volume increase

Location

Remote. USA, Argentina, or Brazil. The role works US business hours (Eastern Time).

Compensation and Benefits

As an independent contractor, you'll enjoy the flexibility to determine how and when you deliver your work, while partnering closely with our team to meet agreed milestones and business objectives. Compensation and engagement terms will be outlined in your contractor agreement.

Additional Benefits

• Company issued laptop
• Technology Accessories
• Annual In-Person Full-Team Meetup