Technical Support Engineer (L2)

About Cryptio

Cryptio is building the data infrastructure for the crypto economy. Our enterprise-grade back-office platform helps businesses and institutions automate financial reporting and compliance for digital assets, so they can navigate the crypto space with confidence. Backed by top investors like Point Nine, 1kx, and BlueYard, we’ve raised $26M and work with industry leaders like Circle, Uniswap, and even the Government of El Salvador. Currently, we are a team of 80 amazing people. Crypto needs better infrastructure to go mainstream; and we’re here to build it!

Location

At Cryptio, we’re a remote-first team, with most working 100% remotely, while others enjoy a mix of office time in our hubs in New York, London or Paris. This role requires candidates to be based on the East Coast US, and we support the setup that works best for your lifestyle and productivity, whether that’s fully remote, in the office, or a blend of both!

The Team

You'll be joining Cryptio's L2 Support Squad, a central team responsible for providing exceptional technical support to enterprise customers in the finance and accounting field. Led by Louis, this team works closely with the L1 Support squad, Customer Success, and our software engineers to resolve technical issues, unblock customers, and ensure smooth operations.

In this cross-functional, client-facing role, communication is key. You'll collaborate with different teams, troubleshoot complex technical issues, and automate solutions. A strong coding and scripting background is essential, and you'll be handling a variety of tasks in a dynamic, fast-paced environment.

What you'll be doing

• Deliver exceptional technical customer support

• Own, troubleshoot and resolve customer technical issues (Zendesk tickets)

• Leverage your technical expertise to implement “one time fixes”

• Deploy the Cryptio stack locally, debug issues and qualify bugs before escalating them

• Contribute to our back office / tooling roadmap

• Advocate Cryptio best practices both internally and externally

• Provide feedback to the Engineering and Product teams, based on customer needs

• Mentor technical support engineers with less experience

• Collaborate with the Technical Support Lead to improve team processes and efficiency

We're looking for someone who has

• 5+ years of experience in a relevant role

• Strong scripting and SQL experience

• Experience with Zendesk (or similar)

• Strong knowledge of modern development tools (Git, Docker, CLI)

• Familiarity with Grafana (or similar)

• Excellent communication and organisational skills

• A collaborative mindset and team spirit

• A quick learner with the ability to adapt rapidly

Bonus

• Interested in the crypto field (crypto knowledge is NOT mandatory)

• Prior experience working on finance-related products OR crypto-related products, confident with numbers

• Prior experience working in a start-up / fast-paced environment

Interview Process

• Talent Screen - 30 min

• Take Home Test - 1-3 h

• Technical Interview - 60 min

• Team Interview - 45 min

• Leadership Interview - 45 min

Benefits

✨ Fully-Remote / Hybrid – The choice is yours! 🌍🏡

🎉 25 Days Paid Holiday + Bank Holidays

🎂 Your Birthday Off

⭐️ Earn an extra day of annual leave for every year you're at Cryptio 🎁

🧠 Access to Mental Health, Wellbeing, and Coaching 🌿🎯

👶 Attractive Maternity and Paternity Policies for your growing family 👨‍👩‍👧‍👦

💪 Gym Classes or Spa Treatments with ClassPass (or gym reimbursements)! 🧘‍♂️🧖‍♀️

💻 Apple MacBook Pro – The best tech at your fingertips! 💻✨

💵 $200 Workplace Budget to create your perfect home office! 🏠💼

📚 Training and Development Budget – Invest in yourself and grow! 🚀

*UK have these additional benefits: 4% Pension Contributions towards your future + Private Medical & Dental Insurance with Allianz.

*France have these additional benefits: English language course options.