Support Tech Lead

About Us

Utila is a digital asset infrastructure company providing a secure and flexible MPC wallet and operations platform for institutional use. With $40B+ secured and $5B+ in monthly volume, we’re the platform of choice for leading fintechs and financial institutions.

About The Role

We’re hiring our first Support Tech Lead, a high-impact, hands-on role supporting strategic customers at a key growth moment for Utila. You’ll assist with technical onboarding, solve complex support issues, and build tools that power internal workflows and customer success.

This is a foundational role with room to shape how Technical Support is done at Utila, from tools and processes to technical standards.

Responsibilities:

• Serve as the technical escalation point for complex customer issues
• Collaborate with Customer Success on onboarding of technical accounts, including API/integration support
• Troubleshoot live issues via video sessions
• Analyze issues using SQL and BI tools
• Build internal tools and automation in Go or Python
• Investigate system behavior using observability tools (Datadog, Grafana)
• Collaborate with Customer Success, Engineering, Product, and BI teams
• Participate in on-call shifts.
  
  

• 5+ years in technical customer-facing roles (Solutions Engineer, Support Engineer, TAM); Professional English speaking proficiency.
• Strong hands-on experience with Go and/or Python
• Proficiency in SQL
• Experience working with APIs and cloud infrastructure (AWS, Azure, etc.)
• Familiarity with observability tools like Datadog
• Background in SaaS environments with technical end users
• Excellent analytical and problem-solving skills
  
  

• Experience with GCP, Grafana, or blockchain infrastructure
• Mentoring or technical leadership experience
  
  

• Influence: Help define the tech lead practice
• Ownership: Build tools and optimize onboarding and escalations
• Impact: Work directly with top customers and strong internal teams