Technical Support Engineer

You'll handle everything from simple support requests to setting up local proxies to debug outgoing Web3 requests. You'll be responsible for resolving customer issues quickly, and when you can't, you'll translate customer hardships into actionable items for the developer team. With the network servicing more than 10 billion requests per month, you'll play a crucial role in debugging core issues customers face with custom software, off-the-shelf tooling, and more. You'll join a rotation where every engineer spends time on customer support to better understand customers. You'll meet daily to go over customer issues, track progress, and design solutions, working independently to reproduce and resolve issues without needing constant supervision.

Responsibilities

• Handle customer support requests in a technical capacity
• Work on a remote team of 5-10 people
• Write scripts to debug technical issues
• Manage refunds, credits and charges in Stripe
• Lead a customer support team in a technical capacity

Requirements

• 1+ years of experience in a technical support role
• 1+ year of experience in Blockchain (or personal project equivalent)
• Advanced scripting in more than one of the following languages: Python, GoLang, Ruby, Bash
• Internet core protocol knowledge: DNS, TCP/SSL, HTTP, etc.
• Knowledge of the Ethereum JSON RPC spec
• Experience in maintaining infrastructure as code (Terraform and preferably Ansible, Salt, Puppet or Chef)
• Expertise in managing Linux hosts
• Experience with proactive alerting and monitoring systems technologies
• Experience with technical customer support (troubleshooting, CLI tools, Linux)
• Adept at setting up unfamiliar software
• Thorough in debugging and documenting issues for other teams
• Capable of preemptively solving complex problems before they impact multiple customers
• Experience documenting processes and sharing knowledge

Benefits

• Equity
• Bonus