Support Engineer

Summary

Allium is focused on building the System of Record for Onchain Finance by ingesting and standardizing data across multiple blockchains. The Support Engineer role involves troubleshooting complex customer issues and collaborating with engineering to enhance product performance and customer satisfaction.

Responsibilities

• Troubleshoot and resolve complex customer issues involving SQL queries, data pipelines, API integrations and other Allium Integrations (e.g. kafka)
• Mapping customer issues to where the solution exists in Allium. Be it a table in the dataset, another delivery mechanism, relevant documentation, another integration pattern (e.g. push vs pull)
• Help customers diagnose problems in their data sources (Snowflake, BigQuery, Postgres, etc.) and optimize performance
• Collaborate with engineering to investigate bugs, identify patterns, and ship fixes
• Develop internal tools and scripts to automate troubleshooting and improve customer response times
• Write clear documentation and knowledge base articles for customers and internal teams
• Partner with the GTM and product teams to translate customer pain points into actionable insights
• Participate in daily syncs to discuss ongoing issues, progress, and improvements
• Synthesize all of the above into an AI-native system that builds leverage
• Triage and prioritize incoming issues against customer SLAs — distinguishing a P1 data incident for an institutional customer from a routine query question, and sequencing your work so the highest-impact problems get resolved first

Skills

• Fluency in AI tools, common failure modes and modern practices
• Fluency in SQL - you can confidently write, optimize, and debug complex queries
• Experience providing technical support for a SaaS or data product
• A working knowledge of blockchain data primitives across ecosystems like Solana and EVM chains
• Familiarity with APIs, data connectors, and ETL tools
• Comfort with scripting or automation in Python, Bash, or similar languages
• Strong understanding of Linux environments and command-line tools
• Excellent communication and documentation skills — you can explain complex concepts simply
• A proactive, empathetic approach to customer relationships
• The ability to work independently and take full ownership of issues from report to resolution
• Experience with data warehouses (Snowflake, BigQuery, Redshift) or BI tools
• Exposure to infrastructure-as-code tools (Terraform, Ansible, etc.)
• Experience in debugging API or integration issues across cloud environments
• Familiarity with data modeling or transformation frameworks (dbt, Airbyte, etc.)
• Experience with message queues and event buses (Google Pubsub, Kafka etc)

Qualifications

Must Haves

• Fluency in AI tools, common failure modes and modern practices
• Fluency in SQL - you can confidently write, optimize, and debug complex queries
• Experience providing technical support for a SaaS or data product
• A working knowledge of blockchain data primitives across ecosystems like Solana and EVM chains
• Familiarity with APIs, data connectors, and ETL tools
• Comfort with scripting or automation in Python, Bash, or similar languages
• Strong understanding of Linux environments and command-line tools
• Excellent communication and documentation skills — you can explain complex concepts simply
• A proactive, empathetic approach to customer relationships
• The ability to work independently and take full ownership of issues from report to resolution

Nice to Haves

• Experience with data warehouses (Snowflake, BigQuery, Redshift) or BI tools
• Exposure to infrastructure-as-code tools (Terraform, Ansible, etc.)
• Experience in debugging API or integration issues across cloud environments
• Familiarity with data modeling or transformation frameworks (dbt, Airbyte, etc.)
• Experience with message queues and event buses (Google Pubsub, Kafka etc)

Benefits

• Medical, Dental, Vision, Life and AD&D insurance - US folks get 100% coverage for Gold plans, 80% for dependents
• Meaningful early-stage equity. Every full-time employee receives a stock option grant so you can share directly in Allium's upside
• Flexible, trust-based paid time off. We encourage people to take the rest they need. In every country we hire, our policies meet or exceed local statutory vacation requirements
• Company sponsored 401(k) plan in US so you can save pre-tax for the long term
• Remote