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
• 🏙️ Biannual company offsite
• 🏥 Comprehensive health insurance coverage, including medical, dental, and vision
• 🌴 Generous vacation time and paid time off
• 🤝 Dynamic and collaborative work environment
• 📱Cell Phone Stipend
• 💻 Hardware included
• 🚀 Opportunity to work with a talented and passionate team in a fast-growing industry
• 💸 Bonus and equity options

• Strong written and verbal communication skills, especially when engaging with technical and non-technical stakeholders
• Experience with on-call tools like Opsgenie or Datadog On-call or similar alternatives
• Strong troubleshooting and debugging skills in distributed systems and cloud-native environments
• Passion for delivering an outstanding customer experience through technical excellence and empathy
• 6+ years of experience in technical support roles with a customer-facing component
• Working knowledge of monitoring tools like DataDog and incident management best practices
• 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
• We welcome and encourage applicants from all backgrounds and identities to apply for this position!
• Kubernetes operational support
• Familiarity with bare metal providers (Hetzner, Equinix, OVH) and Public Clouds (AWS)
• Experience supporting or operating blockchain node infrastructure
• Background in managing uptime in large-scale, multi-region production environments
• Security-focused mindset with experience in key management, secure infrastructure, or compliance-driven environments