Senior Technical Support Engineer

Utila is an enterprise-grade crypto operations platform and a leading institutional wallet provider. Utila enables organizations of all sizes to securely manage digital assets across multiple blockchains, wallets, and users on a single platform, without any complexity. Trusted by many leading institutions, Utila has secured over $5 Billion in transactions within a few months.

At Utila, our Support team is a critical part of our business. As a customer-obsessed company, our Technical Support & Operations Engineers interact with our customers daily ensuring they have an amazing Utila Experience. You'll troubleshoot complex customer issues, provide end-to-end technical support, collaborate with product & engineering teams to identify root causes and implement solutions, while also contributing to knowledge base development and supporting product improvements. This role is highly collaborative and requires someone who can work cross-departmentally.

If you're a passionate problem-solver with a knack for clear communication and a desire to work in a fast-paced, collaborative environment, then we want to hear from you!

What You'll Do

• Take end-to-end ownership of customer technical issues and requests, including initial troubleshooting, identification of root cause, escalation if necessary, and issue resolution and communication, as well as on-demand client ops requests and product navigation, troubleshooting, and feature usage, in connection with both Utila’s APIs and its UI.
• Work with Utila’s Engineering and Product teams on escalations and product enhancement requests.
• Report to the Customer Success Team, and work closely with Product, and Engineering to provide technical support, as well as proactively identify potential issues and provide recommendations for preventive measures.
• Take the lead in contributing to our client Knowledge Base with relevant technical information and setup guidance in collaboration with Product, Customer Success and
• Contribute to & lead the development and improvement of support processes and operations.

What You Have

• 3+ years of experience in a tech company, preferably in Blockchain & Crypto.
• Bachelor's degree in Computer Science, Industrial Engineering, Information Systems, or an equivalent degree or comparable technical military training and work experience.
• Experience in technical customer service, and superior communication skills for complicated issues.
• Excellent written and verbal skills in English – a MUST.
• Highly adaptable, fast learner, inquisitive;
• A self starter, with the ability to multitask, prioritize, and manage time efficiently.
• A strong cross-functional collaborator - team-oriented, communicative, and highly motivated with a can-do attitude, that is extremely comfortable with independent work
• Passion for Superior Client Experience and Professionalism
• Experience in and motivated to building and impacting processes from scratch

Bonus Points

• Familiar with Blockchain, Cybersecurity and/or Fintech
• Experience in a hyper-growth environment.
• Data analysis experience, including experience working with Datadog
• QA experience
• Familiar with programming or scripting language to do internal analysis and automation tools
• Ability to communicate in other languages.

How to Apply

• Does this role sound like a good fit? Apply here or email us at [email protected].