Technical Support Engineer

About the role

This Technical Support Engineer position focuses on redefining customer support within the financial sector. You will collaborate with leadership and various internal teams to design support operations that anticipate customer needs and consistently improve service standards. A key aspect involves working with Solutions Engineers to create onboarding experiences for major enterprise clients, blending technical knowledge with an understanding of user journeys.

The role moves beyond just responding to incidents; it requires proactive monitoring of platform activity and collaboration with developers, infrastructure, and product teams to identify and resolve issues before they affect clients. You will also build relationships with large institutions, serving as both a technical expert and an advocate for client success throughout their engagement with Paxos. This involves strategic partnership and ensuring client needs are met.

Success in this position means continuously innovating support processes. This includes documenting new best practices, codifying improvements, and leading post-incident reviews to help support scale effectively with rapid company growth. You are also expected to stay informed about trends in fintech, cloud technology, blockchain, and SaaS to contribute forward-thinking ideas and keep Paxos competitive.

The salary for this role is between $128,350 and $147,225 USD.

Skills that matter here

• troubleshooting: This role requires deep troubleshooting skills to identify and resolve technical issues for clients.
• documentation: You will be responsible for documenting breakthroughs and codifying new best practices to improve support processes.
• incident management: The position involves strong incident management skills to handle and learn from platform issues.
• cloud platforms: Familiarity with modern cloud platforms is necessary for understanding and supporting the underlying infrastructure.
• APIs: Understanding APIs is important for collaborating on technical solutions and client onboarding.
• fintech compliance: Knowledge of the compliance landscape within fintech is required to navigate the industry's regulations.

Who this role suits

• You have 2-3+ years of experience in technical support or customer-facing engineering, ideally in high-growth tech companies.
• You thrive in startup environments, valuing speed, autonomy, and the ability to define direction rather than follow established processes.
• You are comfortable collaborating with senior stakeholders, including engineers, product managers, and external institutional clients.
• You have an appetite for ownership, proactively contributing ideas and championing best practices.

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.