Technical Support Engineer

Accountabilities:: Own and resolve technical support requests, ranging from basic product questions to complex Web3, infrastructure, and integration issues. Triage, reproduce, and debug customer-reported problems using logs, CLI tools, scripting, local proxies, and other troubleshooting techniques. Investigate issues involving custom software, third-party tooling, blockchain infrastructure, and integrations. Clearly document technical findings, reproduction steps, customer impact, and recommended next actions for Engineering, Infrastructure, Product, and TechOps teams. Translate recurring customer issues into actionable improvements, including bug reports, product feedback, internal tooling requirements, and support process enhancements. Partner closely with Engineering and cross-functional teams to resolve customer issues quickly and ensure escalations are handled with appropriate urgency and context. Create and maintain internal documentation, runbooks, troubleshooting guides, and customer-facing technical resources. Develop and improve scripts, support tooling, and automation to reduce manual effort and improve time to resolution. Handle customer account and billing-related support needs, including refunds, credits, and Stripe charges when appropriate. Participate in daily support reviews, team handoffs, and rotating support coverage to maintain strong customer service and visibility into active issues. Proactively identify and address complex technical problems before they affect multiple customers. Follow customer issues through to resolution while maintaining clear communication and a high-quality customer experience. Requirements 1+ years of experience in a technical support role. 1+ year of experience working with blockchain technology, or equivalent experience through personal blockchain projects. Advanced scripting skills in more than one of the following: Python, Go, Ruby, or Bash. Strong knowledge of core internet protocols, including DNS, TCP/SSL, and HTTP. Familiarity with the Ethereum JSON-RPC specification. Experience maintaining infrastructure as code using Terraform; Ansible experience is preferred, with Salt, Puppet, or Chef also considered. Strong expertise managing Linux hosts. Experience with proactive alerting and monitoring technologies. Demonstrated ability to provide technical customer support using troubleshooting methodologies, CLI tools, and Linux. Ability to independently learn and configure unfamiliar software and technologies. Strong debugging skills, with attention to detail when documenting issues for other technical teams. Ability to work independently, reproduce complex customer issues, and determine appropriate next steps without constant supervision. Strong communication skills and a customer-focused mindset. Demonstrated ownership, initiative, and ability to collaborate effectively within a team. A consistent habit of documenting processes, sharing technical knowledge, and improving support practices. Benefits Flexible, remote-first work environment. Competitive compensation based on experience, qualifications, location, and market considerations. Employee-focused total rewards approach designed to support competitive benefits across operating locations. Flexible working practices supporting a high-performing distributed team. Opportunities for professional growth and development. Exposure to large-scale blockchain and Web3 infrastructure. Opportunity to work with a global engineering and technical organization. Collaborative environment with cross-functional exposure to Engineering, Infrastructure, Product, and TechOps.