The Role

With Cyclops now actively supporting client integrations, technical questions, bug reports, and operational issues need a dedicated first line - someone who can resolve  the majority of issues independently and escalate the rest with full context already prepared. The goal is simple: keep clients and partners unblocked, and protect engineering time from unnecessary interruptions.

You will own the technical support function end-to-end: triage, resolution, client communication, documentation, and monitoring awareness. You will be the face of Cyclops to technical contacts at our clients and vendors, and act as the internal bridge between what clients experience and what engineering needs to know.

The function is being built from the ground up. The person who joins now will help shape how it operates -  defining processes, establishing documentation, setting tooling conventions, and ultimately helping determine the criteria for what the team looks like when it grows.

What You'll Do

Triage and First Response

• Monitor and own all inbound technical requests from clients, API vendors, and internal teams
• Resolve directly what doesn't require engineering judgment: API clarifications, integration questions, known behavior explanations, documentation gaps
• For everything that requires escalation: prepare full written context before it reaches QA or engineering

Solution Partners Communication

• Act as the first point of contact for technical questions in dedicated solution partners: client and vendor Slack channels
• Own status page updates and client-facing communication during incidents and maintenance windows
• Own communication back to the client on escalated bugs until resolution

Monitoring and Incident Support

• Stay aware of system health through dashboards, logs, and alerting - notice and confirm whether something needs escalation
• Propose improvements to monitoring process if something is lacking
• Trigger and support incident escalation when service availability or data integrity is at risk
• During active incidents, act as operational support when needed - performing manual workarounds when instructed by engineering

Documentation Ownership

• Own and maintain API docs, integration guides, FAQ, and runbooks in Confluence. Write documentation that is clear and structured enough to be consumed accurately by both humans and AI tools.
• Treat every repeated question as a documentation gap to close
• Work with engineering and product to keep documentation accurate as the platform evolves

Ticket Hygiene and Process

• Create and maintain Jira tickets for all requests that require tracking or escalation
• Keep tickets updated; QA and EM should never need to chase support-side context

Required Experience and Skills

• 2-3+ years in a technical support, integration support, or technical operations role in a software product company
• Ability to read and write basic SQL queries for data investigation
• Ability to inspect application logs to identify errors, trace request flows, and extract relevant context
• Comfortable working with REST APIs - reading documentation, constructing requests, interpreting responses and error codes
• Strong written English, clear and appropriate for both technical and non-technical audiences (B2 minimum, C1 preferred)
• Organized and self-directed: able to manage multiple open requests without losing track of what's pending, what needs follow-up

Nice to Have

• Experience in fintech, payments, or crypto
• Previous engineering experience (QA, developer, or similar) is a strong plus
• Interest in AI tools and how they can improve support and documentation workflows
• Experience working directly with B2B clients or API vendors in a technical capacity
• Familiarity with ITSM concepts and support process design
• Experience maintaining technical documentation or knowledge bases
• Exposure to SOC2 or ISO compliance requirements
• Familiarity with OpenAPI/Swagger specs and structured documentation practices

Soft Skills We Value

• Ownership mindset - you follow things through, not just forward them
• Curiosity about how the product works, not just how to handle the ticket
• Communication discipline - written updates are clear and structured
• Comfortable with ambiguity and evolving requirements
• Willingness to do manual, operational tasks when needed, and enough judgment to know when something needs escalation vs. resolution

Reporting Structure

Reports to the Director of Engineering. Works closely with QA, engineering, and product on a daily basis. Participates in engineering team standups to stay in sync with what is being shipped, fixed, or changed.

This role does not include direct people management, though the expectation is that it grows into function ownership as client count and request volume increase.

Compensation and Benefits

We believe great work requires a supportive environment:

• Competitive compensation
• Equity and performance-based bonuses, depending on role and contribution
• Paid time off
• Learning and growth opportunities
• Remote-first work setup
• Strong engineering culture focused on quality and reliability
• Yearly company offsites
• Company-provided equipment (laptop and necessary hardware)

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About Cyclops

Cyclops is the only crypto and stablecoin infrastructure provider exclusively focused on payments. Historically, crypto and stablecoin payments have been unnecessarily difficult. With Cyclops, the era of delays and complexity is over.

We are serial entrepreneurs. We founded The Giving Block in 2018, sold it to Shift4 (NYSE: FOUR) in 2022, then spent the last 4 years building out the Shift4 crypto team and products. Now, we’re running things back and following a similar playbook. This time we’re more prepared and backed by the best in the industry (Castle Island, Fidelity, and Shift4).

Cyclops Culture

Don’t join Cyclops if you’re looking for a typical 9-5. The culture we’ve built is one of first-principles thinking and relentless execution. We wake up every day excited to deliver great products worthy of the world’s best companies. Everyone who works at Cyclops must have a founder mindset, where no problem is too big to solve.