Summary

The Role

As a Support Engineer II, you will be working on everything from answering simple support requests from potential customers about our service to setting up a local proxy to debug outgoing Web3 requests. You will be responsible for ensuring that we provide resolutions to customers quickly and when that is not possible, translate customer hardships into actionable items for our developer team to fix. 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 wont be alone because we expect every engineer to spend time on customer support, on a rotating basis, to understand our customers better. Were 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. Were looking for an individual who does not need constant supervision to track issues, reproduce customer issues, etc.

You can expect to meet on a daily basis to go over customer issues, task progress and design solutions. Hours: Eastern time zone 9am-5pm ET.

What You'll Do

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

What You'll Bring

• 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
• 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

Bonus

• Experience in Blockchain/Web3

The base salary and level for this position in the United States are $101,610 - $112,900 per year and Level P3. 

Skills

• Client Servicing
• Problem Solving
• Python
• Team Collaboration