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 escalate critical bugs, advocate 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. Follow us Twitter [https://twitter.com/ZeroHashX] LinkedIn [https://www.linkedin.com/company/zerohash] Youtube [https://www.youtube.com/channel/UC8HvrzcqzbusQYyfzctl_VA] Blog [https://zerohash.com/blog] For candidates based in Colorado, please contact colorado-wages @zerohash.com to request compensation and benefits information regarding a particular role(s). Please include with your email the city you reside (or intend to reside in Colorado) and the title/link to the roles you're interested in. **We’ve recently seen an increase in individuals impersonating zerohash recruiters to target job seekers. Please stay vigilant and keep the following in mind to ensure you are communicating with the real zerohash team: * Verified Emails Only: Official outreach will only come from a  @zerohash.com email address. * No Messaging Apps: We will never contact you via unsolicited text messages, WhatsApp, or Telegram. * Official Applications: Only apply directly through our careers webpage (zerohash.com/careers) or zero-hash.breezy.hr. See something suspicious? If you want to verify an interview request or report a fake job posting or suspicious communication, please contact us immediately at talent @zerohash.com. This email is for fraud reports only. Candidate application inquiries will not be responded to.

At Snowflake, we are powering the era of the agentic enterprise. To usher in this new era, we seek AI-native thinkers across every function who are energized by the opportunity to reinvent how they work. You don’t just use tools; you possess an innate curiosity, treating AI as a high-trust collaborator that is core to how you solve problems and accelerate your impact. We look for low-ego individuals who thrive in dynamic and fast-moving environments and move with an experimental mindset — who rapidly test emerging capabilities to discover simpler, more powerful ways to deliver results. At Snowflake, your role isn't just to execute a function, but to help redefine the future of how work gets done. Observe by Snowflake is an AI-powered observability platform built on the Snowflake AI Data Cloud and engineered for scale. We ingest and store logs, metrics, traces, and events on an open, scalable data lakehouse, using open formats like Apache Iceberg, at dramatically lower cost. A dynamic Context Graph and chat-based AI SRE provide rich context and automated workflows so teams can move from detection to root cause of production issue and resolution 10x faster. Leading engineering teams at companies like Capital One, Topgolf, and Dialpad rely on Observe to troubleshoot hundreds of terabytes of telemetry daily while maintaining reliability at enterprise scale. As part of Snowflake, Observe combines startup-style ownership and velocity with the global reach, operational excellence, and ecosystem of one of the world’s leading data platforms. As a Senior Technical Support Engineer, you will be a trusted advisor and technical resource for our customers in the APAC region. This is a hands-on role for someone who thrives in dynamic environments, loves troubleshooting complex technical issues, and is passionate about delivering exceptional support experiences. You’ll be responsible for resolving high-impact technical issues, driving customer success, and collaborating closely with product, engineering, and customer success teams. This is an opportunity to shape how support is delivered and to contribute to the evolution of our platform and processes. RESPONSIBILITIES * Deliver expert-level technical support to customers through phone, email, and chat. * Troubleshoot and resolve complex technical issues involving our observability platform, integrations, and customer environments. * Partner with engineering teams responsible for performance to become the subject matter expert on performance issues related to components like dashboards, monitors, and datasets. Lead initiatives to improve performance and educate engineering, technical support, and sales engineering teams on best practices. * Help to design and build AI skills that increase technical support engineering productivity, quality and speed. * Own and manage high-priority escalations, coordinating with engineering and product teams to drive resolution. * Create and maintain high-quality technical documentation, including knowledge base articles and runbooks. * Act as a technical liaison between customers and internal teams, translating customer feedback into actionable product insights. * Participate in the on-call rotation to support urgent customer issues outside normal hours. * Proactively contribute to process improvement, tooling, and support automation initiatives. * Mentor junior support engineers and help level up the broader team through knowledge sharing. QUALIFICATIONS * Technical Expertise * Bachelor's degree in Computer Science, Information Technology, or a related technical field. * 5+ years in a technical support or customer-facing engineering role, ideally in a SaaS, DevOps, or observability-focused environment. * Deep familiarity with operating systems (Linux, Unix, macOS, and Windows) and modern networking concepts. * Proficient in scripting languages such as Python or Bash. * Experience with cloud platforms like AWS, Azure, or Google Cloud Platform. * Working knowledge of Kubernetes; particularly in troubleshooting, scaling, and deployment contexts. * Strong diagnostic and debugging skills across complex distributed systems. SOFT SKILLS * Exceptional problem-solving skills and a methodical, customer-first approach to issue resolution. * Clear, concise communicator able to translate complex technical topics for non-technical audiences. * Calm under pressure, with the ability to multitask and prioritize in high-stakes situations. * Collaborative mindset, with a track record of building strong working relationships across functions. * Demonstrated leadership potential, including the ability and drive to lead a team, mentor colleagues, and autonomously manage initiatives. BONUS POINTS * Experience with observability/monitoring tools such as Prometheus, Grafana, Jaeger, Loki, or similar platforms. * Proficiency with OpenTelemetry (OTEL), configuring and troubleshooting for distributed tracing, metrics, and logging. * Experience using Terraform to deploy infrastructure preferably in combination with CI/CD tools such as Github Actions or Jenkins. * Hands-on experience with Kubernetes clusters, including Helm, CNI, CSI, kubectl, and k9s. * Exposure to modern data storage and retrieval systems including SQL, NoSQL, and data warehousing technologies. Snowflake is growing fast, and we’re scaling our team to help enable and accelerate our growth. We are looking for people who share our values, challenge ordinary thinking, and push the pace of innovation while building a future for themselves and Snowflake. How do you want to make your impact? For jobs located in the United States, please visit the job posting on the Snowflake Careers Site for salary and benefits information: careers.snowflake.com