Senior Technical Support (Crypto)

TL;DR

Senior Technical Support (Crypto Wallet): Lead investigations of complex high-impact technical issues in Telegram's Wallet platform with an accent on incident response and root cause analysis. Focus on coordinating teams, performing deep analysis with logs and metrics, and improving support processes.

Remote setup with access to our hubs in Dubai, Yerevan, London and Belgrade.

Company

Backed by hirify.global, Wallet in Telegram is a digital asset solution natively embedded in Telegram with 100M+ users aiming to reach 1BN+.

What you will do

• Lead investigations of complex technical issues unresolved by L1/L2 support.
• Act as escalation point during incidents, owning the process and coordinating teams including developers and external dependencies.
• Perform deep technical analysis using logs, metrics, and production data.
• Conduct root cause analysis across microservices architecture and identify hidden issues.
• Collaborate with engineering teams to validate hypotheses and implement fixes.
• Improve incident resolution processes and share expertise with the support team.

Requirements

• 4+ years in technical support or engineering roles (high-load or fintech advantage).
• Strong SQL skills and experience with production data.
• Experience with monitoring tools (Grafana, Prometheus, VictoriaMetrics).
• Experience with log systems (ELK/OpenSearch or similar).
• Solid understanding of microservices, distributed systems, and Kubernetes basics.
• Strong analytical skills, problem-solving in ambiguity, and clear written communication.
• English level B2 or higher.

Nice to have

• Experience leading incident response.
• Experience with PromQL/LogQL.
• Background in fintech or payment systems.
• Basic understanding of blockchain systems.

Culture & Benefits

• Exponential business growth with non-bureaucratic, results-focused management.
• Regular performance reviews.
• Compensation for medical expenses and provision of necessary equipment.
• Access to advanced AI models, internal conferences, English courses, and corporate events.
• 20 working days paid vacation, 11 days off, and 14 days paid sick leave annually.