Technical Support Representative supporting Axon’s public - safety devices and cloud software. Troubleshooting customer hardware, software, networking, cameras, and VMS issues remotely in Canada.
About the role
- Senior Support Engineer supporting enterprise blockchain products at Validation Cloud. Troubleshooting infrastructure, monitoring systems, and improving customer support operations.
Responsibilities
- Serve as a technical expert and point of contact for enterprise customers
- Resolve production issues and answer platform questions
- Monitor production systems and infrastructure health
- Proactively identify and resolve issues to maintain high availability
- Collaborate with DevOps and Engineering teams to escalate and troubleshoot deep technical problems
- Create and maintain customer-facing documentation and internal runbooks
- Create and expand internal monitoring dashboards
- Participate in the on-call rotation and lead incident response when necessary
- Partner with Product and Engineering teams to advocate for customer needs and prioritize fixes and improvements
- Drive continuous improvements in support operations, tooling, and workflows
Requirements
- 6+ years of experience in technical support roles with a customer-facing component
- Strong troubleshooting and debugging skills in distributed systems and cloud-native environments
- Experience with on-call tools like Opsgenie or Datadog On-call or similar alternatives
- Working knowledge of monitoring tools like DataDog and incident management best practices
- Strong written and verbal communication skills, especially when engaging with technical and non-technical stakeholders
- Passion for delivering an outstanding customer experience through technical excellence and empathy
- Availability aligned with North America business hours, 9:00am–5:00pm PST or EST
- Bonus: Kubernetes operational support
- Bonus: Familiarity with bare metal providers such as Hetzner, Equinix, and OVH, and public clouds such as AWS
- Bonus: Experience supporting or operating blockchain node infrastructure
- Bonus: Background managing uptime in large-scale, multi-region production environments
- Bonus: Experience with key management, secure infrastructure, or compliance-driven environments
Benefits
- Competitive salary and equity options
- Comprehensive health insurance coverage, including medical, dental, and vision
- Generous vacation time and paid time off
- Fully remote work
- Biannual company offsite
- Dynamic and collaborative work environment
- Opportunity to work with a talented and passionate team in a fast-growing industry
- Cell Phone Stipend
- Hardware included
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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