Technical Support Engineer

Wallet in Telegram is a digital asset solution natively embedded into Telegram’s interface. Backed by The Open Platform, Wallet in Telegram gained 100M+ user accounts in 2024, and aims to make its solution available to all 1BN+ of Telegram’s users. Wallet in Telegram offers a dual-wallet experience with Crypto Wallet (a multi-chain wallet for trading and sending crypto to contacts) and TON Wallet (a self-custodial wallet with access to the TON ecosystem of dApps and tokens).

We are looking for an engineer to join the Technical Support team.

In this role you will investigate technical issues across our systems, react to alerts and unexpected situations as they happen, and promptly help colleagues from other teams unblock the problems they run into. Alongside that you will keep the platform under control day to day: regular health checks and monitoring, so that fewer things break in the first place. You will be part of a proactive team that deals with genuinely interesting problems. The main challenge is a fast-paced environment where context changes frequently, so the ability to stay focused and prioritise is essential.

Responsibilities:

• Investigate technical issues and react to incidents promptly, including non-standard situations that are not covered by any runbook.

• Analyse logs of microservice interactions and trace requests end-to-end to find the root cause.

• Handle incidents raised by monitoring systems: assess the impact, dig into the cause, and escalate when needed.

• Investigate and resolve payment discrepancies at the boundaries between systems.

• Handle requests from the first-level (L1) support and compliance teams.

• Run daily health checks according to the checklist and follow the team's runbooks where they apply.

• Improve docs based on what you find during investigations.

Requirements:

• At least 2 years of experience in second-level (L2) technical support.

• Experience with fintech products.

• Strong SQL skills.

• Understanding the basic concepts of RDBMS.

• Knowledge of web applications (HTTP, REST APIs, client-server interaction).

• Understanding of microservices architecture.

• Basic knowledge of scripting and command line.

• Basic understanding of blockchain technology.

• Ability to work with AI tools (formulate precise queries, write skills, and critically interpret and verify AI answers).

• English proficiency from B1 level.

Why it is a fantastic opportunity:

• Our business is growing at an exponential scale.
• Non-bureaucratic management that focuses on results.
• Regular performance reviews to assess your progress.
• Remote setup with access to our hubs in Dubai, Yerevan, London and Belgrade.
• Compensation for medical expenses.
• Employees get access to the most advanced AI models via mira.tg.
• 28 calendar days of paid vacation annually.
• 14 days of paid sick leave to support your health and recovery when needed.