Support Engineer (Crypto experience)

Kaskade is hiring a Support Engineer to serve as the first point of contact for merchant technical issues during CET hours. You'll triage and resolve platform issues, support merchant integrations, and help close the coverage gap created by a single engineer working 9 hours behind CET. As the role grows, you'll ship reviewed code changes within a defined scope, always escalating anything touching custody or core architecture to the CTO.

What you'll do

• Serve as the first point of contact for merchant technical support during CET hours, handling integration questions, transaction issues, and API/webhook troubleshooting
• Diagnose issues across the payment flow: checkout, payment links, invoices, POS, MPC custody, and policy-governed payouts
• Investigate and resolve issues within your defined scope (config, non-custody-affecting fixes); submit changes through code review rather than direct production access, and escalate anything touching custody, payouts, or core architecture to the CTO
• Monitor platform health and transaction flows, proactively flagging anomalies
• Support merchant onboarding and Sumsub KYC/KYB verification issues
• Maintain and improve internal runbooks and support documentation to prevent knowledge silos
• Coordinate with the CTO on handoffs, code review, and priority issues despite the time zone gap

What you bring

• Experience with crypto infrastructure
• Familiarity with REST APIs, webhooks, and debugging integration issues from both platform and merchant sides
• Availability during CET-compatible hours
• Comfort owning issues independently and making sound judgment calls on what to fix versus escalate
• Strong written communication skills for merchant-facing support and internal documentation

Nice to have

• Exposure to MPC custody, exchange/on-off-ramp APIs, or KYC/AML tooling such as Sumsub

About Kaskade

Kaskade is a whitelabel crypto payment gateway for merchants, providing checkout, payment links, invoicing, POS, and payouts on top of MPC custody and a policy-governed withdrawal engine. The platform launched to friendly customers on 1 September 2026, with public launch on 1 October 2026.