Software / Support Engineer
Jan 2025 – Sep 2026
Support Engineer: Jan – Dec 2025 · Software / Support Engineer (Contractor): Jan – Sep 2026
- Resolved hundreds of support tickets for internal and external clients, investigating with SQL, logs, client input, and reproduction in production; separated product bugs from client errors and flagged recurring ones to product as UX improvements.
- Owned the support escalation process in 2026: triaged issues, set priority by customer impact, and routed them to a team of 3–4 senior engineers.
- Created Datadog monitors with alerts sent to Slack and PagerDuty, and identified, reported, and followed up on critical incidents with engineering teams.
- Improved support operations with Jira reporting dashboards to measure bug impact, and a workflow that turns Slack support requests into Linear tickets for internal and external clients.
- Integrated several external exchanges for multi-currency price rates and real-time quoting.
- Built back office APIs in Go: global data endpoints for the internal review dashboard, and user roles and permissions management so customer support could work from the back office while sensitive actions stayed restricted.
- Set up the public API documentation portal for client developers with Zudoku, generated from Swagger / OpenAPI specs and extended with written descriptions.
- Built a scheduled cleanup job for a PostgreSQL transactions table that deletes records in batches every 10 minutes based on transaction type and status, reducing the table size by about 25%; ran database migrations to remove legacy data structures and reduce costs.
- Managed liquidity on Lightning Network nodes with LND and RTL: analyzed channel inflow and outflow by counterparty, including major exchanges, to decide which channels to open or close, and executed circular rebalancing.