Support Engineer II
Skills
About the Role
You will answer technical support requests, reproduce and debug issues across Web3 and blockchain integrations, and set up local proxies and tooling to trace outgoing requests. You will translate customer-reported problems into actionable items for developers, document troubleshooting steps, manage billing adjustments when necessary, and participate in a rotating on-call/support schedule. You will meet regularly to review incidents, track progress, and implement fixes to prevent recurring customer impact.
Requirements
- Advanced scripting in Python, Go, Ruby, or Bash
- Knowledge of DNS, TCP, SSL, and HTTP
- Familiarity with the Ethereum JSON RPC specification
- Experience with infrastructure as code such as Terraform and preferably Ansible (or Salt, Puppet, Chef)
- Expertise managing Linux hosts
- Experience with monitoring and proactive alerting systems
- Experience in technical customer support using CLI and troubleshooting tools
- Ability to set up unfamiliar software and thoroughly document debugging steps
- Capability to preemptively solve complex problems
Responsibilities
- Answer technical customer support requests
- Debug Web3 and blockchain requests and set up local proxies
- Reproduce, track, and document customer issues
- Translate customer problems into actionable developer tickets
- Manage refunds, credits, and billing adjustments in Stripe
- Maintain monitoring and alerting and respond to incidents
- Write scripts and tooling to diagnose and resolve issues
- Share knowledge and document processes