Platform Support Specialist
Ondo helps institutions and individuals access traditional financial assets on blockchain through tokenized US Treasuries and investment products.
Projects
About Ondo
Ondo brings traditional financial assets onchain through institutional-grade platforms and infrastructure. The protocol offers tokenized US Treasuries and investment products with daily yield distributions, while developing Ondo Chain, a Layer 1 blockchain optimized for real-world assets. Products include USDY for non-US investors and OUSG for qualified purchasers, supported by regulated custodians and audited smart contracts.
Skills
About the Role
You will serve as the front line for users, resolving product-related issues, troubleshooting account problems, and ensuring customers receive fast, high-quality support. You will develop deep expertise in the supported products and platforms, including trading and perpetuals workflows, and partner closely with Engineering and Product teams to investigate issues. You will educate customers on product functionality and best practices, escalate technical issues with clear documentation and reproduction steps, and help maintain internal knowledge bases and support documentation. You will also identify recurring customer pain points and contribute ideas to improve products, platforms, internal processes, and the overall customer experience.
Requirements
- Approximately 5+ years of experience in customer support, technical support, or platform support
- Experience supporting consumer-facing technology products or platforms
- Excellent written communication skills, with the ability to explain technical concepts clearly
- Strong troubleshooting and problem-solving abilities
- Experience working in fast-paced operational environments
- Ability to manage multiple customer conversations while maintaining a high standard of service
- Strong sense of ownership and accountability
Responsibilities
- Provide timely, high-quality support to customers through live chat and other support channels
- Troubleshoot customer issues involving supported products and platforms, identifying root causes
- Escalate technical issues to Engineering with clear documentation, context, and reproduction steps
- Develop deep knowledge of supported platforms, products, features, and customer workflows
- Educate customers on product functionality, platform workflows, and best practices
- Partner with Product, Engineering, and other internal teams to resolve complex customer issues
- Identify recurring customer pain points and contribute ideas to improve products, processes, and documentation
- Help maintain internal knowledge bases and support documentation
- Support multiple products, platforms, and customer segments as business needs evolve
- Contribute to a collaborative, customer-first support culture
Benefits
- Competitive compensation including salary, future token rights, and/or equity
- Full benefits (medical, vision, and dental)
- Flexible vacation policy (PTO)
- Remote-first work