Circle is looking for a Technical Support Engineer to provide expert support to customers building on the Circle Platform and Ecosystem. You will become a specialist in helping clients with our API-based products and consulting with external developers.
What You'll Do
- Engage directly with customers via support tickets, providing timely, accurate, and empathetic support to meet defined SLAs.
- Triage, investigate, and resolve technical and product issues related to cryptocurrency transactions, blockchain ledger activity, and API integrations.
- Own customer escalations end-to-end, collaborating closely with Engineering.
- Participate in on-call rotations, including occasional weekend coverage, to support our global 24/7 operations.
- Lead and contribute to incident management efforts, including post-incident reviews and root cause analysis.
- Build, improve, and maintain internal support tooling and operational workflows, utilizing AI-driven engineering tools to increase team efficiency.
- Improve external help documentation and maintain an internal library of high-quality, vetted answers for recurring issues.
- Provide technical expertise for core products, participating in bug bashes and UAT as needed.
- Contribute to team OKRs and cross-functional projects that improve customer experience, reliability, and operational excellence.
What We're Looking For
- 2+ years prior experience in technical issue resolution in a fast paced global support team supporting a SaaS-based product or relevant experience in financial services.
- Experience in helping customers to diagnose and debug development issues.
- Programming experience in one or more of the following languages: Javascript, PHP, Objective-C, Python, Golang, and Solidity.
- Proven background in incident management, including leading high-priority technical escalations, conducting root cause analysis (RCA), and participating in on-call rotations.
- Demonstrated problem-solving approach and analytical skills.
- A talent for writing and a skill for communicating complex problems clearly.
- Availability to work on weekends and holidays as needed.
- Experience/familiarity with Slack, Apple MacOS and GSuite.
Nice to Have
- An understanding of AWS and GCP cloud solutions, REST APIs, distributed systems, databases, and developer tools.
- Knowledge in the following tools: SQL, Postman, Kibana, Jira , Salesforce, Confluence.
- Experience with developer communities such as Discord or Gradual.
- Proficiency with AI-enhanced engineering tools to streamline development and troubleshooting workflows (e.g., GitHub Copilot, Cursor, or Claude Code).
- Multilingual skills.
Technical Stack
- Languages: Javascript, PHP, Objective-C, Python, Golang, Solidity
- Cloud & APIs: AWS, GCP, REST APIs
- Tools: SQL, Postman, Kibana, Jira, Salesforce, Confluence, Slack, Apple MacOS, GSuite
Work Mode
This role supports Circle's global operations.
Benefits & Compensation
- Salary range: $86,000 - $117,500
We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status, or any other protected status required by the laws in the locations where we hire.
