Web3 Technical Support Engineer

Skills

About the Role

You will own customer support cases from intake through resolution, troubleshoot blockchain infrastructure issues, reproduce and explain technical problems, and communicate clearly about impact, timelines, workarounds, root causes, and next steps. You will collaborate across functions, identify recurring issues, maintain documentation and runbooks, use AI-assisted workflows responsibly, and contribute to support quality and coverage.

Requirements

• 3+ years of experience in technical support, customer support engineering, solutions engineering, DevOps support, developer support, infrastructure support, or a similar technical customer-facing role.
• Strong understanding of Web3 infrastructure, blockchain nodes, RPC APIs, wallets, transactions, blocks, smart contracts, gas, network finality, and developer workflows.
• Hands-on experience troubleshooting JSON-RPC, gRPC, REST APIs, WebSocket connections, HTTP errors, latency, timeouts, rate limits, authentication, and customer configuration issues.
• Ability to interpret logs, metrics, API responses, error messages, blockchain explorer data, and technical context.
• Strong customer communication skills and ability to handle urgent or ambiguous situations calmly.
• Strong written English for ticket updates, investigation notes, customer replies, documentation, and internal handoffs.
• Experience with ticketing systems, support queues, knowledge bases, incident workflows, or customer support operations.
• Ability to drive cases to resolution, follow up reliably, and improve recurring processes.
• Experience using AI tools responsibly for investigation planning, case summarization, documentation drafting, query generation, troubleshooting checklists, and support automation.
• Ability to work independently in a remote distributed team.
• Experience supporting blockchain infrastructure providers, node operators, exchanges, wallets, DeFi protocols, custodians, analytics platforms, or developer tooling companies.
• Familiarity with Ethereum, Solana, Polygon, BNB Smart Chain, Arbitrum, Base, Avalanche, Bitcoin, or other major blockchain networks.
• Experience using command-line tools, cURL, Postman, web3.py, ethers.js, or blockchain SDKs.
• Basic scripting ability in Python, JavaScript, Bash, or similar languages.
• Familiarity with Kubernetes, cloud infrastructure, monitoring, alerting, incident management, or production operations.
• Experience writing public documentation, help center articles, runbooks, customer guides, or troubleshooting playbooks.
• Understanding of node sync modes, archive data, debug and trace methods, MEV workflows, indexing, validator operations, or Web3 data pipelines.
• Experience using AI tools to improve support workflows and create reusable troubleshooting templates.

Responsibilities

• Own customer support cases from intake through resolution.
• Troubleshoot RPC endpoints, WebSocket connections, node availability, sync behavior, performance, rate limits, APIs, network behavior, and customer configuration.
• Reproduce, isolate, and explain technical issues using logs, metrics, internal tools, blockchain explorers, JSON-RPC requests, API responses, and product behavior.
• Communicate with customers about impact, timelines, workarounds, root causes, and next steps.
• Collaborate with DevOps, engineering, product, customer success, and sales teams to resolve issues.
• Identify recurring pain points, documentation gaps, operational risks, and product friction.
• Use AI workflows for troubleshooting, case summaries, documentation, incident analysis, and pattern detection while verifying outputs.
• Maintain runbooks, troubleshooting guides, macros, help articles, and escalation notes.
• Contribute to response time, resolution time, customer satisfaction, escalation quality, and recurring-issue reduction.
• Participate in support coverage across time zones.

Benefits

• Stock options
• Flexible schedule