Technical Support Engineer

United StatesRemoteFull-timemid

Technical Support EngineerCustomer

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Quick Summary

Overview

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Engineer based in United States.

Technical Tools

Technical Support EngineerCustomer

This role combines technical troubleshooting, customer support, infrastructure expertise, and Web3 technology in a high-scale environment. You will own customer issues ranging from straightforward product questions to complex blockchain, infrastructure, and integration challenges. Working with logs, CLI tools, scripting, Linux, and local proxies, you will investigate and reproduce issues and drive them toward resolution. When problems require engineering support, you will translate customer impact and technical findings into clear, actionable information for development teams. You’ll also contribute to documentation, automation, monitoring, and improvements that make support faster and more consistent. The role offers broad exposure to high-performance global infrastructure serving billions of requests and provides opportunities to work closely with Engineering, Infrastructure, Product, and TechOps teams. You’ll be part of a collaborative remote environment where ownership, proactive problem-solving, and clear communication are highly valued.

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 min read

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.