Role in brief
Wallet, a digital asset solution integrated with Telegram, seeks a Senior Technical Support Expert. This role involves leading investigations into complex technical issues, performing deep analysis across microservices architecture, and coordinating incident response. It suits a seasoned support professional with strong analytical skills and experience in high-load or fintech environments.
About the role
This role focuses on resolving the most challenging technical issues that L1 and L2 support teams cannot handle. The expert will lead investigations, act as an escalation point during incidents, and drive the response by coordinating various teams, including developers and external dependencies. This involves defining investigation directions, distributing tasks, and ensuring progress toward resolution.
A core part of the work involves deep technical analysis, utilizing logs, metrics, and data to uncover hidden system issues and non-obvious failure patterns. The expert will conduct advanced root cause analysis within a microservices architecture, collaborating closely with engineering teams to validate hypotheses and implement fixes. This requires a solid understanding of distributed systems.
Beyond incident resolution, this position contributes to improving overall support processes and investigation approaches. The expert is expected to share knowledge and elevate the technical proficiency of the wider support team. Success in this role means efficiently resolving complex incidents, identifying systemic problems, and enhancing the team's ability to handle future challenges.
The salary for this position ranges from $134,000 to $243,000 annually, depending on experience and qualifications.
Skills that matter here
- SQL: Used for strong data analysis and working with production data to investigate issues.
- Grafana: Applied for monitoring and observing system performance and behavior.
- Prometheus: Utilized as a monitoring tool to gather and analyze metrics for issue diagnosis.
- VictoriaMetrics: Employed for monitoring and observability tasks, similar to Prometheus.
- ELK: Used for working with log systems to perform deep technical analysis.
- Kubernetes: Requires a general understanding for navigating containerized environments and microservices.
Who this role suits
- Someone with at least four years in technical support or engineering, particularly in high-load or fintech settings.
- A person who excels at analytical problem-solving and can navigate ambiguity to find root causes.
- An individual with clear written communication skills, capable of structuring complex technical findings.
- A professional who enjoys coordinating cross-functional teams during incidents and driving investigations.
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 fully remote position, with access to company hubs in Dubai, Yerevan, London, and Belgrade.
What is the expected seniority level for this position?
This is a senior-level role, requiring significant experience in technical support or engineering.
What tools and technologies are important for this role?
Key technologies include SQL, monitoring tools like Grafana, Prometheus, and VictoriaMetrics, log systems such as ELK/OpenSearch, and an understanding of Kubernetes and microservices architecture.