Technical Support Engineer

About the role

As a Technical Support Engineer, you will be working with our existing and potential clients to help them use our service and get maximum value from it. You will work on various questions from simple requests about pricing model to analyzing logs and debugging integration issues between Kubernetes clusters, or analyzing the intermittent RPC latency or timeouts. In our team, we are following enterprise metrics for the service quality (SLA) and providing responses to our customers quickly, as well as ensuring that customer has no service interruptions. Because our system is highly loaded, you should have a good understanding and experience of resolving issues on the network, disks, load balancer levels, as well as dealing with integrations, Kubernetes and Linux.

You will be closely working with the Infrastructure Engineering team to continuously improve the robustness and high availability of Chainstack, as well as extending our monitoring coverage to predict any issues much in advance. You will also be working with the Software Engineering and Product teams to give continuous consolidated feedback from our customers on how to improve our platform and prevent difficulties and service interruptions.

Technical Support Engineer is a part of the Customer Success team, which is a growing, nimble team with a direct impact on the whole platform we are building. We are combining user empathy together with deep technical knowledge and understanding of blockchain enabling technologies. Our team is distributed in three regions and working in 24 x 7 x 365 mode to provide the best in the market uptime and quality of blockchain infrastructure. Thus, we expect candidates to be self-driven and have a collaborative teamwork spirit to be able to work on multiple tasks in parallel and prioritize them based on the customer-first paradigms.

Because you will be working with Web3 innovators, we expect that you are interested in Web3 technologies, preferably supported by related pet projects or researches, and have excellent English communication skills.

You will be awesome at this role if you have

• Experience in dealing with technical customer support: understanding what is SLA, ticket priority the difference between urgent and important.
• Interest in technology, blockchain, crypto domains.
• Experience working with public cloud providers (Google Cloud, Amazon Web Services, Microsoft Azure) and managing virtual environments.
• Good understanding of network, Linux systems, and container orchestration engines like Kubernetes.
• Experience with monitoring solutions like Prometheus and Grafana.
• Understanding of TCP/IP stack and familiarity with Ethereum JSON-RPC specification.
• Attention to details in debugging and documenting issues for other teams.
• Good documenting skills and ability to share knowledge with teammates and customers.
• Outstanding written and verbal communication skills in English.

We offer

• Salary in USD.
• Stock options.
• Lack of bureaucracy.
• Flexible schedule.
• Global fast-growing market.
• Multinational team.