Technical Support Engineer

Skills

About the Role

You will resolve customer technical support issues, reproduce and debug problems, document findings, and coordinate escalations. You will create support resources, improve scripts and automation, handle relevant account and billing requests, and participate in daily support reviews and rotations.

Requirements

• 1+ years of technical support experience
• 1+ year of blockchain experience or equivalent personal project experience
• Advanced scripting in more than one of Python, Go, Ruby, or Bash
• Knowledge of DNS, TCP/SSL, and HTTP
• Familiarity with the Ethereum JSON-RPC specification
• Infrastructure as code experience with Terraform
• Linux host administration
• Alerting and monitoring technology
• Technical customer support
• Troubleshooting
• CLI tools
• Documentation

Responsibilities

• Own and resolve technical support requests from customers
• Triage, reproduce, and debug customer-reported issues using logs, CLI tools, scripting, and local proxies
• Document technical findings, reproduction steps, customer impact, and recommended actions
• Translate recurring customer issues into product, tooling, and process improvements
• Partner with cross-functional teams to resolve issues and handle escalations
• Create and maintain support documentation, runbooks, troubleshooting guides, and customer resources
• Build and improve scripts, tooling, and automation
• Manage customer account and billing support needs, including refunds, credits, and Stripe charges
• Participate in daily support reviews, handoffs, and support rotations
• Communicate clearly and follow issues through to resolution

Benefits

• Equity
• Bonus