Technical Support Engineer

Technical Support Engineer

Our client is the market leader in institutional-grade cryptocurrency investment services providing security, compliance, and custodial solutions for blockchain-based currencies. 

Because of their exceptional growth, they are now looking for a Technical Support Engineer to join their Engineering team in Palo Alto. Our client is responsible for a significant amount of cryptocurrency transactions so they're applications need to be fast, accurate, scalable and secure. 


  • The ideal candidate will be responsible for diagnosing  and troubleshooting technical issues, including account setup & configuration

  • Develop and maintain technical documentation to assist customers in the proper usage of our client platform

  • Track customer issues through to resolution and within agreed time frames

  • Assist clients through a series of actions, either via phone, email or chat, until they’ve solved their technical issue

  • Properly escalate unresolved issues to appropriate internal teams (e.g. software engineers)

  • Work with customers to educate them on the proper setup, maintenance, and security of their wallets

  • Prioritize and manage several open issues at once, work primarily on weekend shifts after initial training

Skills & Experience: 

  • 3+ years of work experience as a Technical Support Engineer or similar role

  • Willingness to work a weekend shift is required. Hands-on experience with SaaS environments

  • Familiarity with remote desktop applications and help desk software (eg. Zendesk, Freshdesk, Salesforce)

  • Excellent problem-solving, troubleshooting and communication skills. Ability to provide step-by-step technical assistance, both written and verbal. Experience using analytical tools such as Kibana

  • Programming/database/API troubleshooting experience is highly recommended (JavaScript and Python is strongly preferred)

  • Experience in Fintech and/or cryptocurrency is highly desirable

  • BS degree in Information Technology, Computer Science or relevant field.Experience with bug-tracking tools, preferably JIRA

  • Experience using GitHub is preferred

On Offer:

  • Competitive base salary, bonus and stock options

  • 100% company-paid health insurance for employee, partner and dependents

  • 5% 401k company match

  • Paid parental leave & vacation

  • Free custom lunches, dinners and snacks

  • Computer equipment and workplace furniture to suit your needs

  • Great colleagues and inspiring startup environment


Start date is = immediate - Send you most up to date resumes to Tom Layzell at tom@intelletec.com Cell: +1 (347) 719 4431