Technical Support Engineer (PT time zone)

📋 Description

• • Own the developer experience from first integration to production launch. You will be the human bridge between Turnkey’s cutting-edge crypto infrastructure and the engineers who depend on it, ensuring every customer feels supported, heard, and empowered to ship faster.
• • Triage, reproduce, and resolve technical issues across web, mobile, and backend environments. Whether the bug surfaces in a React Native wallet, a Node.js server, or a CLI script, you’ll dive into logs, traces, and source code to pinpoint root causes and deliver fixes or work-arounds within hours—not days.
• • Debug complex authentication flows, signing ceremonies, and key-management operations. You’ll become fluent in our HSM-backed architecture, zero-knowledge proofs, and multi-party computation so you can explain (and safeguard) the magic under the hood.
• • Create minimal reproduction cases, write internal incident reports, and shepherd bugs through our engineering pipeline. Your clear write-ups will turn customer pain into actionable Jira tickets and, ultimately, bullet-proof releases.
• • Build and maintain a living library of code samples, integration checklists, and troubleshooting runbooks. When the next developer hits the same edge case, your guides will save them hours of head-scratching.
• • Spot patterns in support volume and propose proactive improvements—better SDK defaults, clearer error messages, or new doc sections. You’ll act as the voice of the customer in weekly product reviews, influencing roadmap priorities and reducing future support load.
• • Pair with customers in real time via Slack, Zoom, or email to configure environments, interpret stack traces, and validate fixes. Your calm, empathetic tone will turn frustrated engineers into enthusiastic advocates.
• • Champion observability best practices. You’ll teach customers how to leverage Grafana dashboards, Sentry alerts, and Datadog traces so they can self-diagnose issues before they escalate.
• • Contribute to internal tooling that scales the support function—think Slack bots that surface common fixes, automated test harnesses that catch regressions, or scripts that generate tailored integration templates.
• • Represent Turnkey at community events, hackathons, and Discord channels. Your field insights will feed back into marketing, product, and engineering, ensuring we stay ahead of the curve in developer relations.
• • Maintain strict security and compliance standards. Every interaction you have—whether sharing a code snippet or accessing logs—will follow our zero-trust, least-privilege playbook.
• • Thrive in a globally distributed, async-first culture. You’ll document decisions in Notion, hand off context across time zones, and celebrate wins in our weekly all-hands—all while keeping the customer at the center of every conversation.