Malta
€35000

Technical Support

An innovative company in the cryptocurrency and blockchain space is seeking a Level 2 Technical Support Engineer to join its growing global operations team. The company develops secure, scalable, and highly available platforms used by individuals and institutions to manage digital assets. The Level 2 Technical Support Engineer acts as the bridge between end users, business stakeholders, and technical teams. This position involves investigating complex issues, providing technical guidance, and ensuring timely resolution of platform or infrastructure-related incidents.

Candidates should be technically proficient, customer-focused, and capable of working collaboratively across engineering, DevOps, and product teams.

Key Responsibilities

  • Provide advanced technical support for internal and external users of the company’s crypto platforms and services.
  • Troubleshoot and resolve issues related to backend services, APIs, cloud infrastructure, integrations, and platform performance.
  • Collaborate with other team members to escalate and take ownership of unresolved technical incidents.
  • Work closely with engineering teams to identify bugs, propose workarounds, and contribute to permanent fixes.
  • Monitor system health and performance using observability tools (e.g., CloudWatch, Prometheus, Grafana).
  • Maintain support documentation, incident reports, knowledge base articles, and standard operating procedures.
  • Participate in on-call rotation and respond to critical production issues in a timely manner.
  • Support incident response, root cause analysis, and post-mortem reviews.
  • Contribute to process improvements and automation initiatives that enhance support operations.

Requirements

  • 3+ years of experience in technical support, system administration, or related IT roles.
  • Strong understanding of cloud environments, particularly AWS.
  • Familiarity with microservices architecture, APIs, and backend technologies.
  • Experience using tools like Kubernetes, Docker, and Terraform is a plus.
  • Comfortable with log analysis and basic scripting (e.g., Bash, PowerShell, or Python).
  • Familiarity with CI/CD pipelines and deployment workflows.
  • Excellent problem-solving skills with a methodical and analytical approach.
  • Strong communication skills and ability to work effectively with both technical and non-technical stakeholders.