Technical Support
You will serve as the first line of technical support, managing customer tickets and chats promptly and professionally. You will troubleshoot product, integration, and alerting issues; identify root causes; and escalate complex cases when needed. You will track, reproduce, and resolve technical incidents, help customers configure APIs, dashboards, and data feeds, maintain support documentation, and share customer feedback to improve products and support processes.
Responsibilities
- Manage customer support tickets and chats in a timely and professional manner
- Troubleshoot product, integration, and alerting issues and identify root causes
- Escalate complex support cases when needed
- Track, reproduce, and resolve technical incidents
- Help customers integrate and configure APIs, dashboards, and data feeds
- Maintain and improve support documentation, FAQs, and self-service resources
- Share customer feedback and insights to drive product improvements
- Improve processes to scale the support function
Requirements
- 3–5 years of experience in technical customer support, DevOps support, or API-based product support
- Troubleshooting and diagnostic skills
- Experience with Web3, blockchain infrastructure, or crypto security
- Familiarity with blockchain concepts, wallets, and DeFi ecosystems
- Written and verbal communication skills
- Ability to work across time zones and collaborate asynchronously
- Ability to prioritize and manage multiple issues and escalation paths
- Basic knowledge of Python