Technical Support Engineer (Remote)

Summary

Cyclops is a company focused on enabling payments companies to streamline their operations through a single API. They are seeking a Technical Support Engineer to manage technical support functions, ensuring client issues are resolved efficiently and effectively while maintaining communication with engineering teams.

Responsibilities

• Own all inbound technical requests from clients, API vendors, and internal teams: resolve directly what does not require engineering judgment (API clarifications, integration questions, known behavior, documentation gaps), and prepare full written context for everything that requires escalation
• Act as the first point of contact for technical questions in dedicated client and vendor Slack channels; own communication back to the client on escalated bugs until resolution
• Own status page updates and client-facing communication during incidents and maintenance windows
• Stay aware of system health through dashboards, logs, and alerting; confirm whether something needs escalation, and trigger incident escalation when service availability or data integrity is at risk
• Act as operational support during active incidents, performing manual workarounds when instructed by engineering, and propose improvements to monitoring where it is lacking
• Own and maintain API docs, integration guides, FAQ, and runbooks in Confluence; write documentation clear and structured enough to be consumed accurately by both humans and AI tools, and treat every repeated question as a documentation gap to close
• Create and maintain Jira tickets for all requests that require tracking or escalation; keep tickets updated so QA and engineering never need to chase support-side context

Skills

• 2-3+ years in a technical support, integration support, or technical operations role in a software product company
• Ability to read and write basic SQL queries for data investigation
• Ability to inspect application logs to identify errors, trace request flows, and extract relevant context
• Comfortable working with REST APIs: reading documentation, constructing requests, interpreting responses and error codes
• Confident daily use of AI tools for investigation, drafting, and documentation work, with the judgment to verify AI output before it reaches a client
• Prior crypto experience is optional; building a working understanding of crypto and stablecoin payment flows on the job is a mandatory part of the role
• Strong written English, clear and appropriate for both technical and non-technical audiences
• Organized and self-directed: able to manage multiple open requests without losing track of what is pending and what needs follow-up
• High agency: you follow issues through to resolution yourself, close recurring questions with documentation without being asked, and know what genuinely needs escalation
• Experience in fintech, payments, or crypto
• Previous engineering experience (QA, developer, or similar) is a strong plus
• Experience working directly with B2B clients or API vendors in a technical capacity
• Familiarity with ITSM concepts and support process design
• Experience maintaining technical documentation or knowledge bases
• Exposure to SOC2 or ISO compliance requirements
• Familiarity with OpenAPI/Swagger specs and structured documentation practices

Qualifications

Must Haves

• 2-3+ years in a technical support, integration support, or technical operations role in a software product company
• Ability to read and write basic SQL queries for data investigation
• Ability to inspect application logs to identify errors, trace request flows, and extract relevant context
• Comfortable working with REST APIs: reading documentation, constructing requests, interpreting responses and error codes
• Confident daily use of AI tools for investigation, drafting, and documentation work, with the judgment to verify AI output before it reaches a client
• Prior crypto experience is optional; building a working understanding of crypto and stablecoin payment flows on the job is a mandatory part of the role
• Strong written English, clear and appropriate for both technical and non-technical audiences
• Organized and self-directed: able to manage multiple open requests without losing track of what is pending and what needs follow-up
• High agency: you follow issues through to resolution yourself, close recurring questions with documentation without being asked, and know what genuinely needs escalation

Nice to Haves

• Experience in fintech, payments, or crypto
• Previous engineering experience (QA, developer, or similar) is a strong plus
• Experience working directly with B2B clients or API vendors in a technical capacity
• Familiarity with ITSM concepts and support process design
• Experience maintaining technical documentation or knowledge bases
• Exposure to SOC2 or ISO compliance requirements
• Familiarity with OpenAPI/Swagger specs and structured documentation practices

Benefits

• Company issued laptop
• Technology Accessories
• Annual In-Person Full-Team Meetup