At a Glance
- Tasks: Provide world-class support to customers using our innovative financial platform.
- Company: Join Circle, a leading internet financial platform driving global economic change.
- Benefits: Flexible work environment, competitive pay, and opportunities for professional growth.
- Other info: Dynamic team culture with a focus on innovation and collaboration.
- Why this job: Be part of a mission to create an inclusive financial future with cutting-edge technology.
- Qualifications: 4+ years in technical support, programming skills, and a passion for customer experience.
The predicted salary is between 50000 - 60000 £ per year.
Circle (NYSE: CRCL) is one of the world’s leading internet financial platform companies, building the foundation of a more open, global economy through digital assets, payment applications, and programmable blockchain infrastructure. Circle’s platform includes the world’s largest regulated stablecoin network anchored by USDC, Circle Payments Network for global money movement, and Arc, an enterprise-grade blockchain designed to become the Economic OS for the internet.
What You'll Be Part Of
Circle is committed to visibility and stability in everything we do. As we grow as an organization, we're expanding into some of the world's strongest jurisdictions. Speed and efficiency are motivators for our success and our employees live by our company values: High Integrity, Future Forward, Multistakeholder, Mindful, and Driven by Excellence. We have built a flexible work environment where new ideas are encouraged and everyone is a stakeholder.
What You’ll Be Responsible For
- Provide world-class support to customers building on the Circle Platform and Ecosystem.
- Engage directly with customers support tickets, providing timely, accurate, and empathetic support to meet defined SLAs.
- Triage, investigate, and resolve technical and product issues related to cryptocurrency transactions, blockchain ledger activity, and API integrations.
- Own customer escalations end-to-end, collaborating closely with Engineering.
- Participate in on-call rotations, including occasional weekend coverage, to support our global 24/7 operations.
- Lead and contribute to incident management efforts, including post-incident reviews and root cause analysis.
- Build, improve, and maintain internal support tooling and operational workflows, utilizing AI-driven engineering tools to increase team efficiency and automate recurring tasks.
- Improve external help documentation and maintain an internal library of high-quality, vetted answers for recurring issues.
- Provide technical expertise for core products, participating in bug bashes and UAT as needed.
- Drive and contribute to team OKRs and cross-functional projects that improve customer experience, reliability, and operational excellence.
- Act as a technical leader and escalation point within the team, guiding peers on complex issues and best practices.
What You’ll Bring To Circle
- 4+ years prior experience in technical issue resolution in a fast-paced global support team supporting SaaS based product or relevant experience in financial services.
- Experience in helping customers to diagnose and debug development issues.
- Programming experience in one or more of the following languages: Javascript, PHP, Objective-C, Python, Golang, and Solidity.
- Ideally an understanding of AWS and GCP cloud solutions, REST APIs, distributed systems, databases, and developer tools.
- Knowledge in the following tools preferred: SQL, Postman, Kibana, Jira, Salesforce, Confluence.
- Experience with developer communities such as Discord or Gradual.
- Proficiency with AI-enhanced engineering tools to streamline development and troubleshooting workflows (e.g., GitHub Copilot, Cursor, or Claude Code).
- Proven background in incident management, including leading high-priority technical escalations, conducting root cause analysis (RCA), and participating in on-call rotations.
- Demonstrated problem-solving approach and analytical skills.
- Have a talent for writing and a skill for communicating complex problems clearly.
- Multilingual skills are preferred.
- Availability to work on weekends and holidays as needed.
- Experience/familiarity with Slack, Apple MacOS and GSuite.
- Experience in training and up-skilling teams, particularly in delivering technical knowledge.
Circle is on a mission to create an inclusive financial future, with transparency at our core. We consider a wide variety of elements when crafting our compensation ranges and total compensation packages. Starting pay is determined by various factors, including but not limited to: relevant experience, skill set, qualifications, and other business and organizational needs. Please note that compensation ranges may differ for candidates in other locations. We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status, or any other protected status required by the laws in the locations where we hire.
Technical Support Engineer employer: Circle
Circle is an exceptional employer that fosters a dynamic and inclusive work culture, where innovation and collaboration thrive. With a commitment to employee growth, we offer opportunities for professional development and the chance to work on cutting-edge technology in the financial sector. Our flexible work environment encourages new ideas, ensuring that every team member feels valued and empowered to contribute to our mission of creating a transparent financial future.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Engineer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Circle. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Circle before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Support Engineer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Circle:Your cover letter is your chance to shine! Tell us why you want to work at Circle specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Circle!
How to prepare for a job interview at Circle
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
