Technical Support Engineer - APAC

Description

We are Utila, an enterprise-grade platform that powers digital asset operations for more than 200 global institutions. Our technology secures $15B+ in monthly transaction volume and has protected over $100B to date. Backed by $50M in funding, Utila is growing fast with a rapidly expanding global customer base.

We build mission-critical infrastructure for institutions operating in the digital asset space, where security, reliability, and scale are non-negotiable. Our customers include fintechs, trading firms, payment companies, and enterprises managing large-scale digital asset operations.

We’re looking for a Senior Technical Support Engineer - APAC to own and establish Utila’s regional technical support experience across Singapore, Hong Kong, Australia, and broader APAC markets.

This is a foundational, high-impact role responsible for being the primary technical point of contact for our institutional customers, including exchanges, OTC desks, and fintechs. You’ll work closely with Customer Success, Engineering, and Product teams to define support standards from the ground up, build internal tooling, and ensure world-class technical responsiveness during APAC business hours.

If you thrive on solving complex technical challenges, enjoy deep-diving into blockchain infrastructure, and know how to build support processes from scratch in a fast-paced environment, this role is for you.

Responsibilities

What you'll do

• Own Regional Technical Support: Serve as the primary contact and escalation point for APAC customers, ensuring exceptional responsiveness and technical excellence as our first regional support hire.
• Lead Onboarding & Enablement: Provide hands-on API/SDK integration support, wallet setup, and MPC configuration, while training customer engineering teams on DeFi protocols and policy engine setup.
• Solve Complex Troubleshooting: Diagnose intricate issues across wallet operations and API integrations using SQL, logs, blockchain explorers, and observability tools like Datadog and Grafana.
• Build Support Standards: Contribute to internal tooling and automation, creating technical documentation and establishing regional best practices and support workflows from the ground up.
• Collaborate Cross-Functionally: Partner with global Engineering and Product teams to share regional insights, influence the roadmap, and participate in global on-call rotations to ensure 24/7 reliability.

Requirements

What you'll bring

• Proven Technical Experience: 5+ years in technical customer-facing roles (Support Engineer, Solutions Engineer, or TAM) at B2B SaaS or fintech companies, supporting developer-level users.
• Crypto Native Knowledge: Deep experience in blockchain/crypto infrastructure, digital assets, and institutional workflows—specifically DeFi protocols, transaction lifecycles, and custody solutions.
• Advanced Technical Toolkit: Proficiency in SQL and API integration (REST, SDKs, webhooks), alongside experience with observability tools (Datadog/Grafana) and cloud environments (AWS/GCP).
• Founding Team Mentality: A self-starter with high ownership and a bias for action, comfortable building processes from scratch and thriving in early-stage startup ambiguity.
• Regional Expertise & Communication: Based in an APAC timezone (Singapore or Hong Kong) with exceptional communication skills to explain complex concepts to both technical and C-suite audiences.

Ready to lead our APAC technical support?

Apply now to own the region and drive Utila’s technical excellence from the ground up