[Hiring] Technical Support Engineer @Paxos

Role Description

Join us at an inflection point—where your expertise shapes not just the customer experience, but how support is defined at Paxos. As a Technical Support Engineer, you’ll do much more than resolve tickets:

• You’ll build and document support processes from the ground up, designed to scale.
• You’ll identify improvements, implement automations, and preempt recurring issues before they become customer-facing problems.
• You’ll support Paxos’s brokerage clients with trading and liquidity support, working directly with our Assets and Brokerage operations teams to investigate and resolve issues to keep workflows running smoothly.
• You’ll work alongside Solutions Engineering to guide enterprise clients in financial services and technology through onboarding.
• You’ll collaborate across Product and Engineering to support new features and products guided by a clear focus on the customer experience.

Qualifications

• 2-3+ years in technical support or customer-facing engineering, preferably at a fast-paced fintech or high-growth tech company.
• Comfortable operating in environments with limited process—you can prioritize independently, move quickly, and build structure where none exists.
• Experienced collaborating with engineers, product managers, and enterprise or institutional clients.
• Strong troubleshooting, documentation, and incident management skills; working knowledge of cloud platforms, APIs, and fintech compliance requirements.
• Experience with brokerage or trading operations, whether through trade lifecycle support, asset movement, or working alongside ops teams to resolve execution issues.
• Exposure to trade investigation workflows, execution quality monitoring, or liquidity operations in a financial services or crypto context.
• Self-directed and accountable; you surface issues, propose solutions, and follow through without being prompted.
• Bonus: hands-on experience with blockchain, crypto, or digital asset platforms.

Requirements

• Define and Evolve Support: Partner with leadership and cross-functional teams to design support operations that anticipate customer needs and continually raise the bar for service.
• Client Onboarding Collaboration: Work closely with Solutions Engineers to architect onboarding experiences for high-profile enterprise clients, combining technical know-how with a deep understanding of user journeys.
• Proactive Support: Go beyond issue reporting to monitor platform activity and collaborate with developers, infrastructure, and product to spot and solve pain points before they impact clients.
• Process Automation: Identify manual, repetitive workflows across the support function and build automations that free the team to focus on higher-impact work and get ahead of customer issues before they surface.
• Brokerage Support: Investigate trade discrepancies, support asset movement, and monitor trade execution quality in close collaboration with Asset and Brokerage Operations teams to keep brokerage clients running without disruption.
• Strategic Partnership: Build relationships with big-name institutions, acting as both a technical expert and advocate for client success throughout their lifecycle at Paxos.
• Continuous Innovation: Document breakthroughs, codify new best practices, and lead post-incident reviews that shape how support scales for rapid growth.