Technical Support Engineer

Who is Tatum? We are a team of around 50 people building a platform that makes blockchain easier and more accessible for developers. We support more than 120 blockchain networks and work in a highly collaborative, international environment.

We are looking for a Technical Support Engineer to join our Support & Solutions team. You will work closely with both prospects and existing customers, helping them solve technical problems and design practical solutions. The role combines technical support with solution engineering and gives you the opportunity to influence both the customer experience and the product itself.

Blockchain experience is a plus, but not required-we will help you learn.

What you will do

• Own customers’ technical issues from first contact to resolution, helping them identify and understand the problem.
• Use product usage data, monitoring, logs, and recurring support patterns to identify issues before customers report them.
• Proactively reach out to customers when you identify a potential issue or an opportunity to improve their integration.
• Propose practical solutions and best practices based on each customer’s technical and business needs.
• Help prospects and existing customers get the most value from Tatum’s products.
• Collaborate with Engineering and Infrastructure on incidents and complex technical problems.
• Prevent recurring issues through automation, documentation, tooling, configuration changes, and product improvements.
• Represent the customer perspective and actively contribute to product and customer experience improvements.
• Participate in the on-call rotation for critical incidents.

Our technology stack

• Public cloud infrastructure, primarily GCP, and on-premises servers
• More than 120 supported blockchain networks
• Node.js, MongoDB, and Redis
• REST APIs, JSON-RPC, and webhooks
• Monitoring, logging, automation, and AI tools

Requirements

You are a good fit if:

• You have at least two years of experience in technical support, solution engineering, QA, or a similar technical role.
• You understand APIs, HTTP, JSON, authentication, and system integrations.
• You can analyze requests, responses, logs, and error messages to identify the root cause of an issue.
• You can translate customer needs into practical technical solutions and explain them clearly.
• You take ownership and prioritize your work based on urgency and customer impact.
• You are comfortable communicating with customers and collaborating with technical teams.
• You look beyond individual tickets and actively search for ways to identify and prevent customer issues.
• You are constantly looking for ways to improve and modernize customer support.
• You have basic scripting or automation skills.
• You communicate comfortably in English, both verbally and in writing.
• You are curious, proactive, and willing to learn blockchain technologies.

Nice to have

• Experience with cloud infrastructure, Linux, Docker, or TypeScript.
• Experience with blockchain technologies or a good understanding of how public blockchain networks work.
• Experience with WebSockets, gRPC, or other real-time communication technologies.

What success looks like

• Customers receive timely, clear, and technically sound solutions.
• Potential issues are identified and addressed before customers report them.
• Recurring problems are replaced by scalable solutions instead of repeated ticket handling.
• Customer feedback leads to measurable improvements in the product and support experience.