Description & Responsibilities
As our first support engineer, 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 at least one day on customer support to understand our customer 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. You’ll be working primarily with the technical team: Manuel Kreutz and Auston Bunsen.
We need you to have experience with:
- Basic scripting in one or more of the following languages: Python, GoLang, Ruby
- The HTTP Spec (What is a 404? What is a 502? 503?)
- The Ethereum JSON RPC spec: https://eth.wiki/json-rpc/API
- Dealing with technical customer support
- Getting familiar with and setting up software you may be unfamiliar with
- Being extremely thorough in debugging and documenting issues for other teams
- Documenting your processes and share knowledge
What you've likely done
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