Senior Technical Support Engineer

About Circle

Circle (NYSE: CRCL) is a prominent global internet financial platform company focused on advancing a more open and interconnected economy through digital assets, payment solutions, and blockchain infrastructures. Its offerings include the largest regulated stablecoin network powered by USDC, the Circle Payments Network enabling worldwide transactions, and Arc, a blockchain platform engineered to serve as the economic operating system of the internet. Trusted by enterprises, financial institutions, and developers alike, Circle champions large-scale financial innovations.

Role Overview

We are expanding our team in Dublin and seek a Senior Technical Support Engineer dedicated to delivering exceptional assistance to clients utilizing the Circle Platform and its ecosystem. The role demands expertise in API-driven products and collaboration with external developers. Candidates should relish tackling complex, open-ended technical challenges swiftly, deliver excellent customer experiences, and contribute actively to refining operational processes within a dynamic and fast-growing environment.

Key Responsibilities

• Respond swiftly and empathetically to customer support tickets, ensuring adherence to service-level agreements.
• Diagnose and resolve technical and product-related issues concerning cryptocurrency transactions, blockchain ledger activities, and API integrations.
• Manage customer escalations end to end, closely coordinating with Engineering teams.
• Participate in on-call rotations, occasionally covering weekends, supporting 24/7 global operations.
• Lead incident response procedures, including conducting post-incident assessments and root cause analyses.
• Develop and enhance internal support tools and workflows, leveraging AI-powered engineering tools to optimize efficiency and automate repetitive tasks.
• Maintain and improve external help documentation and curate an internal knowledge base for common queries.
• Offer technical expertise for core Circle products, engaging in bug bashes and user acceptance testing as necessary.
• Drive and support team objectives and cross-functional initiatives aimed at elevating customer satisfaction, product dependability, and operational excellence.
• Serve as a senior technical escalation point within the team, mentoring peers on complex cases and best practices.

Candidate Profile

• Minimum four years of experience in technical support roles within fast-paced global teams, preferably supporting SaaS products or financial services.
• Proficient in aiding customers with troubleshooting software development issues.
• Programming skills in one or more of these languages: JavaScript, PHP, Objective-C, Python, Go (Golang), or Solidity.
• Familiarity with cloud platforms such as AWS and Google Cloud Platform, REST APIs, distributed systems, databases, and developer toolsets.
• Experience with tools including SQL, Postman, Kibana, Jira, Salesforce, and Confluence is advantageous.
• Engagement with developer community platforms like Discord or Gradual is preferred.
• Ability to utilize AI-driven engineering tools (e.g., GitHub Copilot, Cursor, Claude Code) to accelerate development and diagnostics.
• Demonstrated ability in incident management processes: handling critical escalations, performing RCAs, and participating in on-call rotations.
• Strong analytical and problem-solving aptitude paired with excellent written and verbal communication skills for clarifying complex issues.
• Multilingual capabilities are a plus.
• Willingness to occasionally work on weekends and public holidays as required.
• Familiarity with Slack, Apple MacOS, and GSuite environments.
• Experience in coaching and upskilling colleagues by delivering technical knowledge training.

Additional Information

Circle is committed to fostering an inclusive workplace embracing transparency and equal opportunity. The starting compensation will reflect relevant skills, qualifications, and market dynamics, with possible variations depending on hiring location. We strictly prohibit discrimination based on legally protected characteristics and participate in E-Verify where applicable. Candidates requiring accommodations during the interview process due to disability can request support confidentially.