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Technical Support Specialist
Il y a 2 mois
Cryptio is a leading enterprise-grade crypto back-office platform that empowers financial institutions, corporates, and crypto-native companies to navigate the complex digital-asset landscape with confidence. Our software helps clients like Uniswap and Metamask, as well as banks and governments, to overcome the challenges of institutional adoption.
Role OverviewWe are seeking a highly skilled Technical Support Engineer to join our L2 Support squad. As a key member of our team, you will provide exceptional technical support to our enterprise customers, collaborating closely with the L1 Support squad, Customer Success squad, and software engineers. This is a central role that demands great teamwork and requires a strong technical expertise.
Responsibilities- Deliver outstanding technical customer support
- Own, troubleshoot, and resolve customer technical issues (Zendesk tickets)
- Leverage your technical expertise to implement one-time fixes
- Deploy the Cryptio stack locally, debug issues, and qualify bugs before escalating them
- Contribute to our back-office and tooling roadmap
- Advocate Cryptio best practices both internally and externally
- Provide feedback to the Engineering and Product teams based on customer needs
- Mentor technical support engineers with less experience
- Collaborate with the Technical Support Lead to improve team processes and efficiency
- 5+ years of experience in a relevant role
- Proficiency with a programming language suitable for scripting (e.g., JavaScript, TypeScript, Python, Ruby)
- Proficient with modern development tools (Git, Docker, CLI)
- Fluent with SQL (mandatory, we use PostgreSQL)
- Familiar with Grafana (or similar)
- Familiar with Zendesk (or similar)
- Fluent in English and French (mandatory)
- Excellent communication and organizational skills
- Thriving when working with others
- Quick learner
- Interest in the crypto field (crypto knowledge is not mandatory)
- Prior experience working on finance-related products or crypto-related products, confident with numbers
- Prior experience working in a start-up or fast-paced environment
- Full remote work
- 25 days paid holiday + bank holidays + birthday off
- 4% pension contributions
- Private Medical Insurance
- Apple Macbook Pro
- $200 workplace budget
- Training and development budget
