Support Engineer II

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 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. We’re 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: Western Time Zone 11am-7pm PST.

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 spec: https://eth.wiki/json-rpc/API
• 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

During the hiring process, we are committed to discussing compensation openly and honestly. We encourage candidates to share their salary expectations and requirements early, allowing for an individualized discussion. We know that our total rewards practices impact the lives and wellbeing of our employees. Therefore, we will never stop learning about the market, our business, your needs, and how best to achieve our goals through thoughtful and data-driven practices. If you have any questions or require further information about the compensation for this position, please don't hesitate to reach out to your Recruiter.