Head Of Technical Support (Web3)

TL;DR

Head of Technical Support (Web3): Leading the L2 support function for a high-scale crypto wallet platform with an accent on diagnostic processes and cross-functional collaboration. Focus on building scalable support operations, managing high-load transaction investigation, and bridging the gap between support and engineering teams.

Company

hirify.global is the organization behind the Wallet in Telegram, a leading digital asset solution providing crypto and self-custodial wallet services to millions of users.

What you will do

• Lead and coach a team of 10–15 L2 support specialists, including performance reviews and professional development.
• Establish and improve L2 operational processes like triage, escalation rules, and SLA management.
• Maintain ownership of complex support cases involving deposits, withdrawals, and payment flow issues.
• Act as the primary bridge between Support and Engineering, Product, and Compliance teams to resolve technical blockers.
• Coordinate incident management and translate complex issues into structured, actionable bug reports with technical context.
• Analyze support metrics to drive continuous improvement in resolution times and diagnostic quality.

Requirements

• 2+ years of experience in leading or mentoring technical support or operations teams.
• 3–5+ years of experience in L2 technical support, Support Engineering, or Production Support.
• Strong SQL skills for production diagnostics including joins, CTEs, and aggregation.
• English proficiency at B2 level or higher for documentation and meetings.
• Experience working with log/tracing tools like Grafana or Sentry.
• Understanding of crypto or fintech transaction flows and service-based architectures.

Culture & Benefits

• Remote-first work environment with optional access to company hubs in Dubai, Yerevan, London, and Belgrade.
• Compensation for medical expenses and provision of necessary equipment.
• 20 days of paid vacation and 11 additional days off per year.
• 14 days of paid sick leave.
• Professional growth opportunities including access to internal conferences and English courses.