Description

About Us

Utila is a digital asset infrastructure company providing a secure and flexible MPC wallet and operations platform for institutional use. With $40B+ secured and $5B+ in monthly volume, we’re the platform of choice for leading fintechs and financial institutions.

About the Role

We’re hiring our first Support Tech Lead, a high-impact, hands-on role supporting strategic customers at a key growth moment for Utila. You’ll assist with technical onboarding, solve complex support issues, and build tools that power internal workflows and customer success.

This is a foundational role with room to shape how Technical Support is done at Utila, from tools and processes to technical standards.

Responsibilities

Serve as the technical escalation point for complex customer issues
Collaborate with Customer Success on onboarding of technical accounts, including API/integration support
Troubleshoot live issues via video sessions
Analyze issues using SQL and BI tools
Build internal tools and automation in Go or Python
Investigate system behavior using observability tools (Datadog, Grafana)
Collaborate with Customer Success, Engineering, Product, and BI teams
Participate in on-call shifts.

Requirements

5+ years in technical customer-facing roles (Solutions Engineer, Support Engineer, TAM); Professional English speaking proficiency.
Strong hands-on experience with Go and/or Python
Proficiency in SQL
Experience working with APIs and cloud infrastructure (AWS, Azure, etc.)
Familiarity with observability tools like Datadog
Background in SaaS environments with technical end users
Excellent analytical and problem-solving skills

Bonus Skills

Experience with GCP, Grafana, or blockchain infrastructure
Mentoring or technical leadership experience

Preferred Qualifications

None

Why This Role?

Influence: Help define the tech lead practice
Ownership: Build tools and optimize onboarding and escalations
Impact: Work directly with top customers and strong internal teams

Why Join Us?

Be part of a fast-moving, ambitious team where your work drives real impact. If you’re excited to combine deep technical skills with customer interaction — we’d love to hear from you.