Role in brief
Wallet, a digital asset solution integrated with Telegram, seeks a Senior Technical Support Expert. This role involves leading investigations of complex technical issues, coordinating incident response across teams, and performing deep technical analysis. It suits individuals with strong problem-solving skills and experience in high-load or fintech environments.
About the role
As a Senior Technical Support Expert, you will be the primary escalation point for technical issues that L1/L2 support cannot resolve. Your work will involve taking ownership of investigations, coordinating various teams including developers and external dependencies, and ensuring progress during incidents. This role is crucial for maintaining the stability and reliability of a rapidly expanding digital asset platform.
A key part of this position involves deep technical analysis. You will use logs, metrics, and data to identify system issues and non-obvious failure patterns within a microservices architecture. This includes conducting advanced root cause analysis and collaborating closely with engineering teams to validate hypotheses and implement fixes, ensuring long-term solutions.
Success in this role means not only resolving immediate issues but also improving overall incident resolution processes. You will contribute to raising the technical level of the support team by sharing your expertise. The platform you support is integrated into Telegram, serving over 100 million user accounts, with ambitions to reach over a billion users.
The annual salary for this position ranges from $134,000 to $243,000 USD.
Skills that matter here
- SQL: You will use SQL for strong data analysis and working with production data to investigate issues.
- Grafana: Experience with Grafana is required for monitoring and observing system performance and metrics.
- Prometheus: You will utilize Prometheus as a monitoring tool to gather and analyze system metrics.
- ELK: Experience with ELK (Elasticsearch, Logstash, Kibana) or similar log systems is needed for analyzing system logs.
- OpenSearch: You will work with OpenSearch or comparable log systems to perform deep technical analysis.
- Kubernetes: A general understanding of Kubernetes is necessary for navigating and understanding containerized environments.
Who this role suits
- A person with at least four years of experience in technical support or engineering, ideally within high-load or fintech sectors.
- Someone who excels at leading complex investigations and coordinating multiple teams during incidents.
- An individual with strong analytical and problem-solving capabilities, comfortable working through ambiguity.
- A clear communicator who can structure technical findings effectively and share knowledge with others.
From the employer
- Lead investigations of complex, high-impact technical issues that cannot be resolved by the L1/L2 support teams.
- Act as an escalation point during incidents, taking ownership of the investigation process.
- Drive incident response: coordinate the involved teams (L2, developers, external dependencies), define investigation direction, distribute tasks and ensure progress.
- Perform deep technical analysis using logs, metrics, and data.
- Conduct advanced root cause analysis across a microservices architecture.
- Identify hidden system issues and non-obvious failure patterns.
- Work closely with engineering teams to validate hypotheses and push fixes.
- Improve incident resolution processes and investigation approaches.
- Share expertise and raise the overall technical level of the support team.
- 4+ years of experience in technical support or engineering roles (high-load or fintech is a strong advantage).
- Strong SQL skills and experience working with production data.
- Experience with monitoring and observability tools (Grafana, Prometheus, VictoriaMetrics).
- Experience working with log systems (ELK / OpenSearch or similar).
- Solid understanding of microservices architecture and distributed systems basics.
- General understanding of Kubernetes and containerized environments.
- Strong analytical and problem-solving skills, ability to work in ambiguity.
- Clear written communication and ability to structure technical findings.
- English level B2 or higher.
- Our business is growing at an exponential scale.
- Non-bureaucratic management that focuses on results.
- Regular performance reviews to assess your progress.
- Remote setup with access to our hubs in Dubai, Yerevan, London and Belgrade.
- Compensation for medical expenses.
- Provision of necessary equipment.
- Employees get access to the most advanced AI models via mira.tg.
- 20 working days of paid vacation annually.
- 11 days off per year.
- 14 days of paid sick leave to support your health and recovery when needed.
- Access to internal conferences, English courses and corporate events.
Questions about this role
What is the remote work policy for this role?
This is a remote position, with access to company hubs in Dubai, Yerevan, London, and Belgrade.
What is the seniority level of this position?
This is a senior-level role, requiring significant experience in technical support or engineering.
How do I apply for this position?
The job posting provides a link to the company's job board for applications.