Technical Support Engineer
UtilaVisit Utila website
Utila provides secure, scalable stablecoin and digital-asset infrastructure for fintechs, banks, payment firms, and enterprises.
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About Utila
Utila operates an institutional digital-asset platform centered on MPC wallet infrastructure, APIs, governance controls, multichain support, stablecoin payments, treasury operations, trading workflows, and tokenization.
Skills
About the Role
Support customers using Utila’s enterprise-grade digital asset operations platform by investigating technical issues, coordinating resolutions, communicating status, and improving support documentation and workflows.
Requirements
- 3+ years of experience as a Technical Support Engineer or Product Support Engineer
- Experience with SaaS-based products
- Experience with APIs and cloud environments such as AWS or Azure
- Familiarity with Datadog
- Native-level English and Spanish
- Experience with Python or Go
- Experience with GCP, Grafana, or blockchain or digital asset infrastructure
- Experience in startup or fast-scaling environments
- Experience mentoring or establishing technical support practices
Responsibilities
- Investigate and troubleshoot customer-reported issues
- Reproduce problems and involve team members when needed
- Diagnose and resolve complex technical challenges
- Build customer relationships through clear communication
- Collaborate with Product, Engineering, and Customer Success teams
- Identify concerns early and remove technical blockers
- Escalate high-priority issues to management
- Improve internal processes, documentation, and support workflows
- Provide structured reporting on open issues and customer status
