{"id":1267013,"url":"https://alion.io/job/cyclops-technical-support-engineer-remote-cyclops","title":"Technical Support Engineer (Remote) - Cyclops","company":{"id":2041147,"name":"Cyclops","domain":"cyclops.io","url":"https://alion.io/company/cyclops-io","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"JazzHR","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"remote","remote_scope":"unspecified","remote_scope_basis":null,"remote_working_hours":{"label":"UTC-8 – UTC-5","utc_offset_min":-8,"utc_offset_max":-5},"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Confluence","optional":false},{"name":"Jira","optional":false},{"name":"Rest API","optional":false},{"name":"Slack","optional":false},{"name":"SQL","optional":false},{"name":"ITSM","optional":true},{"name":"SOC 2","optional":true},{"name":"Swagger","optional":true}],"status":"live","first_seen_at":"2026-09-25T22:43:50Z","employer_posted_date":"2026-09-25","last_verified_at":"2026-09-26T12:21:46Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Role Overview\nWith Cyclops now actively supporting client integrations, technical questions, bug reports, and operational issues need a dedicated first line: someone who resolves the majority of issues independently and escalates the rest with full context already prepared. As the Technical Support Engineer, you will own the technical support function end-to-end (triage, resolution, client communication, documentation, monitoring awareness) and act as the internal bridge between what clients experience and what engineering needs to know. The function has recently been established: you will take it from its first working version to mature operation. Success means clients and partners stay unblocked, and engineering time is protected from unnecessary interruptions.\nKey Responsibilities\nOwn 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\nAct 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\nOwn status page updates and client-facing communication during incidents and maintenance windows\nStay 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\nAct as operational support during active incidents, performing manual workarounds when instructed by engineering, and propose improvements to monitoring where it is lacking\nOwn 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\nCreate 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\nRequired Qualifications\n2-3+ years in a technical support, integration support, or technical operations role in a software product company\nAbility to read and write basic SQL queries for data investigation\nAbility to inspect application logs to identify errors, trace request flows, and extract relevant context\nComfortable working with REST APIs: reading documentation, constructing requests, interpreting responses and error codes\nConfident daily use of AI tools for investigation, drafting, and documentation work, with the judgment to verify AI output before it reaches a client\nPrior crypto experience is optional; building a working understanding of crypto and stablecoin payment flows on the job is a mandatory part of the role\nStrong written English, clear and appropriate for both technical and non-technical audiences\nOrganized and self-directed: able to manage multiple open requests without losing track of what is pending and what needs follow-up\nHigh agency: you follow issues through to resolution yourself, close recurring questions with documentation without being asked, and know what genuinely needs escalation\nPreferred Experience\nExperience in fintech, payments, or crypto\nPrevious engineering experience (QA, developer, or similar) is a strong plus\nExperience working directly with B2B clients or API vendors in a technical capacity\nFamiliarity with ITSM concepts and support process design\nExperience maintaining technical documentation or knowledge bases\nExposure to SOC2 or ISO compliance requirements\nFamiliarity with OpenAPI/Swagger specs and structured documentation practices\nReporting Structure\nReports to the Director of Engineering. Works closely with QA, engineering, and product on a daily basis, and participates in engineering team standups. This role does not include direct people management, though the expectation is that it grows into function ownership as client count and request volume increase.\nWhy This Role\nThe support function is freshly built: you will develop it from its first working version into a mature operation, refining processes, expanding documentation, and improving tooling as the client base grows\nClear growth path into function ownership as client count and request volume increase\nLocation\nRemote. USA, Argentina, or Brazil. The role works US business hours (Eastern Time).\nCompensation and Benefits\nAs an independent contractor, you'll enjoy the flexibility to determine how and when you deliver your work, while partnering closely with our team to meet agreed milestones and business objectives. Compensation and engagement terms will be outlined in your contractor agreement.\nAdditional Benefits\nCompany issued laptop\nTechnology Accessories\nAnnual In-Person Full-Team Meetup\n---\nAbout Cyclops\nCyclops is the first stablecoin and crypto infrastructure platform built exclusively for the payments industry. With low and no code solutions, Cyclops is the fastest way for payments companies to bring crypto and stablecoin offerings to market. Founded by crypto and payments industry veterans who built crypto solutions for Shift4, Cyclops enables crypto acceptance, stablecoin settlement and stablecoin payouts for payments companies.\nCyclops has raised a seed round and, more recently, a $20M Series A to accelerate the growth of the most complete stablecoin platform. We move fast, we think rigorously, and hold ourselves to the highest standard in the industry.\n Cyclops Culture\nDon’t join Cyclops if you’re looking for a typical 9-5. The culture we’ve built is one of first-principles thinking and relentless execution. We wake up every day excited to deliver great products worthy of the world’s best companies. Everyone who works at Cyclops must have a founder mindset, where no problem is too big to solve.","description_format":"text","description_chars":5935,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Blockchain & Crypto","Cryptocurrencies","Stablecoins"],"lifecycle":[{"event":"open","at":"2026-09-25T22:43:50Z"}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":1,"expected_fill_days":45,"reasons":["conf:17","velocity","win:early"],"computed_at":"2026-09-27T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/cyclops-technical-support-engineer-remote-cyclops","json_url":"https://alion.io/job/cyclops-technical-support-engineer-remote-cyclops.json","meta":{"generated_at":"2026-09-28T04:32:00Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":2774,"day_limit":5000,"remaining_today":2226,"minute_limit":60,"resets_at":"2026-09-29T00:00:00Z"}}}