Technical Support Engineer

About the role

This role focuses on evolving how Paxos provides support to its institutional clients. The Technical Support Engineer will work with leadership and various internal teams to design and implement support operations that anticipate customer needs and improve service standards. A key part of the work involves collaborating with Solutions Engineers to create tailored onboarding experiences for high-profile enterprise clients, blending technical knowledge with an understanding of user journeys.

Beyond reactive incident response, this position emphasizes proactive support. The engineer will monitor platform activity and partner with development, infrastructure, and product teams to identify and resolve potential issues before they affect clients. Building relationships with major financial institutions is also central, acting as a technical expert and client advocate throughout their engagement with Paxos. This includes understanding their needs and ensuring their success.

Success in this role means contributing to continuous innovation. This involves documenting new processes, codifying best practices, and leading post-incident reviews to help scale support operations during periods of rapid growth. The ideal candidate will stay informed about trends in fintech, cloud technology, blockchain, and SaaS to bring forward-thinking ideas to the company, ensuring Paxos remains at the forefront of its industry.

The salary for this position ranges from $128,350 to $147,225 annually.

Skills that matter here

• troubleshooting: This skill is essential for identifying and resolving technical issues for institutional clients.
• documentation: The role requires documenting new breakthroughs and codifying best practices to scale support operations.
• incident management: This skill is used to respond to and manage technical incidents, and lead post-incident reviews.
• cloud platforms: Familiarity with modern cloud platforms is necessary for understanding the underlying infrastructure.
• APIs: Understanding APIs is important for integrating and supporting Paxos's blockchain infrastructure.
• fintech compliance: Knowledge of the compliance landscape in fintech is required due to the regulated nature of the industry.

Who this role suits

• You are comfortable with ambiguity and thrive in environments where you can help define processes rather than just follow them.
• You enjoy collaborating with senior stakeholders, including engineers, product managers, and external institutional clients.
• You possess a strong sense of ownership, proactively contributing ideas and championing best practices.
• You are interested in staying current with trends in fintech, cloud, blockchain, and SaaS to bring innovative ideas to your work.

From the employer

What you'll do

• Define and Evolve Support: Partner with leadership and cross-functional teams to design support operations that anticipate customer needs and continually raise the bar for service.
• Client Onboarding Collaboration: Work closely with Solutions Engineers to architect onboarding experiences for high-profile enterprise clients, combining technical know-how with a deep understanding of user journeys.
• Proactive Support: Go beyond incident response—monitor platform activity and collaborate with developers, infrastructure, and product to spot and solve pain points before they impact clients.
• Strategic Partnership: Build relationships with big-name institutions, acting as both a technical expert and advocate for client success throughout their lifecycle at Paxos.
• Continuous Innovation: Document breakthroughs, codify new best practices, and lead post-incident reviews that shape how support scales for rapid growth.
• Industry Leadership: Stay plugged into fintech, cloud, blockchain, and SaaS trends—bringing forward-thinking ideas to keep Paxos at the cutting edge.

About you

• Experience (2-3+ years) in technical support or customer-facing engineering roles, ideally at high-growth tech companies where ambiguity spurs innovation.
• You thrive in startup environments, valuing speed, autonomy, and the ability to set the direction—rather than follow prescribed processes.
• You’re comfortable collaborating with senior stakeholders, including engineers, product managers, and external institutional clients.
• Deep troubleshooting, documentation, and incident management skills; familiarity with modern cloud platforms, APIs, and the compliance landscape of fintech.
• Appetite for ownership: you proactively contribute ideas, champion best practices, and iterate quickly alongside top-tier colleagues.
• Bonus: direct experience in blockchain, crypto, or digital asset platforms.