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 Dev Ops 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

• Fully remote work
• Generous vacation time and paid time off
• Comprehensive health insurance coverage, including medical, dental, and vision
• Biannual company offsite
• Dynamic and collaborative work environment
• Hardware included
• Cell Phone Stipend
• Opportunity to work with a talented and passionate team in a fast‑growing industry
• Bonus and equity options

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

We welcome and encourage applicants from all backgrounds and identities to apply for this position!