What are the responsibilities and job description for the Technical Support Engineer position at Paxos?
About Paxos
Today’s financial infrastructure is archaic, expensive, inefficient and risky — supporting a system that leaves out more people than it lets in. So we’re rebuilding it.
We’re on a mission to open the world’s financial system to everyone by enabling the instant movement of any asset, any time, in a trustworthy way. For over a decade, we’ve built blockchain infrastructure that tokenizes, custodies, trades and settles assets for the world’s leading financial institutions, like Mastercard, Visa, Robinhood, and PayPal.
About The Team
Paxos Technical Support Engineers work within a highly collaborative, cross-functional team dedicated to supporting our customers and internal teams with world-class technical solutions and responsive support. The team tackles complex challenges through proactively resolving technical issues and architecting scalable support processes. By partnering with engineering, product, and compliance, the team directly drives Paxos’ mission to transform global finance and deliver best-in-class service to industry-leading clients.
About The Role
Join us at an inflection point—where your expertise shapes not just the customer experience, but how support is defined at Paxos. As a Technical Support Engineer, you’ll do much more than resolve tickets:
Today’s financial infrastructure is archaic, expensive, inefficient and risky — supporting a system that leaves out more people than it lets in. So we’re rebuilding it.
We’re on a mission to open the world’s financial system to everyone by enabling the instant movement of any asset, any time, in a trustworthy way. For over a decade, we’ve built blockchain infrastructure that tokenizes, custodies, trades and settles assets for the world’s leading financial institutions, like Mastercard, Visa, Robinhood, and PayPal.
About The Team
Paxos Technical Support Engineers work within a highly collaborative, cross-functional team dedicated to supporting our customers and internal teams with world-class technical solutions and responsive support. The team tackles complex challenges through proactively resolving technical issues and architecting scalable support processes. By partnering with engineering, product, and compliance, the team directly drives Paxos’ mission to transform global finance and deliver best-in-class service to industry-leading clients.
About The Role
Join us at an inflection point—where your expertise shapes not just the customer experience, but how support is defined at Paxos. As a Technical Support Engineer, you’ll do much more than resolve tickets:
- You’ll be a creator and architect, establishing support processes that scale with our growth.
- You’ll embed with our Solutions Engineering team to deliver seamless onboarding for marquee clients—including the biggest names in finance and tech.
- You’ll have a front-row seat to—and an active role in—deploying new products for both onboarded clients and those just beginning their Paxos journey.
- Define and Evolve Support: Partner with leadership and cross-functional teams to design support operations that anticipate customer needs and continually raise the bar for service.
- Client Onboarding Collaboration: Work closely with Solutions Engineers to architect onboarding experiences for high-profile enterprise clients, combining technical know-how with a deep understanding of user journeys.
- Proactive Support: Go beyond incident response—monitor platform activity and collaborate with developers, infrastructure, and product to spot and solve pain points before they impact clients.
- Strategic Partnership: Build relationships with big-name institutions, acting as both a technical expert and advocate for client success throughout their lifecycle at Paxos.
- Continuous Innovation: Document breakthroughs, codify new best practices, and lead post-incident reviews that shape how support scales for rapid growth.
- Industry Leadership: Stay plugged into fintech, cloud, blockchain, and SaaS trends—bringing forward-thinking ideas to keep Paxos at the cutting edge.
- Experience (2-3 years) in technical support or customer-facing engineering roles, ideally at high-growth tech companies where ambiguity spurs innovation.
- You thrive in startup environments, valuing speed, autonomy, and the ability to set the direction—rather than follow prescribed processes.
- You’re comfortable collaborating with senior stakeholders, including engineers, product managers, and external institutional clients.
- Deep troubleshooting, documentation, and incident management skills; familiarity with modern cloud platforms, APIs, and the compliance landscape of fintech.
- Appetite for ownership: you proactively contribute ideas, champion best practices, and iterate quickly alongside top-tier colleagues.
- Bonus: direct experience in blockchain, crypto, or digital asset platforms.