Blockchain Security AI Application Support Engineer

About the role

This role focuses on ensuring the continuous stability and availability of Crypto.com's production applications and underlying blockchain infrastructure. Responsibilities include managing pre-production environments, leading incident response, conducting root cause analysis, and coordinating disaster recovery efforts. The successful candidate will be the primary guardian of system uptime, ensuring seamless operation for a large user base.

A key aspect of this position involves leveraging AI and automation to transform support processes. The engineer will build tools and agents to automate repetitive support tasks, triage incidents, and generate reports. This requires hands-on experience in applying AI and large language models to streamline workflows and enhance infrastructure monitoring, moving beyond traditional support methods.

The role also demands continuous technical research into Web3 and blockchain technologies. The engineer will stay updated on supported blockchains and DApps, and be able to deconstruct new ones to assess their impact on supportability. This proactive approach ensures that the support team remains prepared for evolving technologies and can effectively address issues across various blockchain ecosystems.

Success in this role means maintaining high system stability, effectively automating support functions, and demonstrating a deep technical understanding of blockchain and DApps. The ideal candidate will have a "support nature" mentality, driven to investigate issues thoroughly and committed to system reliability, while also possessing strong communication skills to bridge technical and user perspectives.

The salary for this position ranges from $75,000 to $125,000 annually.

Skills that matter here

• AI: This role uses AI and LLMs to automate support tasks, triage, reporting, and workflow automation.
• Blockchain: The engineer will maintain the stability of blockchain infrastructure and research updates on supported blockchains and DApps.
• Web3: The position requires technical depth in Web3, including hands-on experience with DApps and staking across various blockchains.
• Rust: Knowledge of Rust is a required programming skill for this role.
• Python: Knowledge of Python is a required programming skill for this role.
• Node.js: Knowledge of Node.js is a required programming skill for this role.

Who this role suits

• Someone with a "support nature" mentality, driven to investigate the deep root cause of issues.
• An individual with a perfectionist's streak regarding system stability and uptime.
• A person who can distill complex technical issues into clear updates for users and provide detailed data to engineers.
• A candidate with prior job experience in supporting applications.

From the employer

Key Responsibilities:

• Production Excellence & Stability
• Guardian of Uptime: Take primary responsibility for ensuring the stability and availability of our production applications and blockchain infrastructure.
• Environment Management: Oversee pre-production and staging environments to ensure seamless delivery.
• Incident & Problem Management: Lead the triage of application alerts, conduct deep-dive root cause analysis (RCA), and manage post-resolution follow-ups to ensure issues never resurface.
• Disaster Recovery: Coordinate DR testing, audits, and continuous improvement of monitoring tools and processes.
• AI & Automation Innovation
• Support Transformation: Apply hands-on AI experience to build tools and agents that automate repetitive support tasks, triage, and reporting.
• Technical (Web 3 and Blockchain) Research
• Proactively keeping abreast with updates on supported blockchains and DApps and demonstrating a sharp ability to technically deconstruct new blockchains or DApps as required to evaluate their impact of supportability on our product.

Requirements:

• "Support Nature" mentality with an innate drive to investigate the deep root cause of issues and a perfectionist’s streak regarding system stability.
• Past job experiences in supporting applications.
• Hands-on experience in using AI/LLMs to automate workflows, or infrastructure monitoring.
• Blockchain/Web3 technical depth with hands-on experience writing/deploying DApps in Solana or EVM. Practical experience with staking across blockchains.
• Strong communication to bridge between end-users and the engineering team such as ability to distill complex application/blockchain/DApps issues into clear, empathetic updates for users, while simultaneously delivering root-cause data to engineers to expedite fixes.
• Degree in Computer Science or Engineering or Information Technology or similar discipline.
• Knowledge in programming languages such as Rust or Python or Node.js or Golang.

Benefits:

• Competitive salary
• Medical insurance package with extended coverage to dependents
• Attractive annual leave entitlement including: birthday, work anniversary
• Work Flexibility Adoption. Flexi-work hour and hybrid or remote set-up
• Aspire career alternatives through us. Our internal mobility program can offer employees a diverse scope.
• Work Perks: crypto.com visa card provided upon joining.