Technical Support Engineer

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 PayPal, Venmo, Mastercard and Interactive Brokers. 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 build and document support processes from the ground up, designed to scale. - You’ll identify improvements, implement automations, and preempt recurring issues before they become customer-facing problems. - You’ll support Paxos’s brokerage clients with trading and liquidity support, working directly with our Assets and Brokerage operations teams to investigate and resolve issues to keep workflows running smoothly. - You’ll work alongside Solutions Engineering to guide enterprise clients in financial services and technology through onboarding. - You’ll collaborate across Product and Engineering to support new features and products guided by a clear focus on the customer experience. What you’ll do - 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 issue reporting to monitor platform activity and collaborate with developers, infrastructure, and product to spot and solve pain points before they impact clients. - Process Automation: Identify manual, repetitive workflows across the support function and build automations that free the team to focus on higher-impact work and get ahead of customer issues before they surface. - Brokerage Support: Investigate trade discrepancies, support asset movement, and monitor trade execution quality in close collaboration with Asset and Brokerage Operations teams to keep brokerage clients running without disruption. - 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. About you - 2-3+ years in technical support or customer-facing engineering, preferably at a fast-paced fintech or high-growth tech company. - Comfortable operating in environments with limited process—you can prioritize independently, move quickly, and build structure where none exists. - Experienced collaborating with engineers, product managers, and enterprise or institutional clients. - Strong troubleshooting, documentation, and incident management skills; working knowledge of cloud platforms, APIs, and fintech compliance requirements. - Experience with brokerage or trading operations, whether thro