Apr 17
As a Support Engineer II, your responsibilities will range from assisting prospective clients with basic questions about our service to configuring a local proxy in order to troubleshoot outgoing Web3 requests. You will be in charge of making sure that customers receive resolutions as soon as possible, and if that is not feasible, converting client difficulties into fixes that our development team can implement. We are searching for someone who can track issues, replicate customer issues, etc. without continual supervision.
Our network is servicing more than 10 billion requests per month, so you will be crucial in debugging the core issues customers are having with the use of custom software, off-the-shelf tooling, and more. You won’t be alone because we expect every engineer to spend time on customer support, on a rotating basis, to understand our customers better. We’re looking for a self-starter, who is communication-focused with a deep sense of ownership and a team mentality to collaborate on achieving high-quality customer experience.
You can expect to meet on a daily basis to go over customer issues, task progress and design solutions. Hours: Western Time Zone 11am-7pm PST.
These are examples of things we would like to have seen you achieve in the past - don't worry about a perfect 1:1 match:
Have handled customer support in a technical capacity
Worked on a remote team of 5-10 people
Written scripts to figure out why some technical thing is not working
Managed refunds, credits and charges in Stripe
Lead a customer support team in a technical capacity
Advanced scripting in more than one of the following languages: Python, GoLang, Ruby, Bash
Internet core protocol knowledge: DNS, TCP/SSL, HTTP, etc
The Ethereum JSON RPC spec:
Experience in maintaining infrastructure as code (Terraform and preferably Ansible, but experience in Salt, Puppet or Chef is acceptable)
Expertise in managing Linux hosts
Experience with proactive alerting and monitoring systems technologies
Dealing with technical customer support (troubleshooting, CLI tools, Linux)
Adept at setting up software you may be unfamiliar with
Being extremely thorough in debugging and documenting issues for other teams
Capable of preemptively solving complex problems prior to their impacting multiple customers
Documenting your processes and sharing knowledge
Experience in Blockchain/Web3