Technical Support Engineer

The Role

As a Technical 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, translating customer hardships into actionable items for our developer team to fix. Our network services more than 10 billion requests per month, so you will be crucial in debugging the core issues customers experience with 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 a high-quality customer experience. We’re looking for an individual who does not need constant supervision to track and reproduce customer issues. You can expect to meet daily to review customer issues, task progress, and solution design.

What You'll Do

• Own and resolve technical support requests from customers, ranging from basic product questions to complex Web3, infrastructure, and integration issues.

• Triage, reproduce, and debug customer-reported issues using logs, CLI tools, scripting, local proxies, and other troubleshooting methods.

• Clearly document technical findings, reproduction steps, customer impact, and recommended next actions for Engineering, Infra, Product, and TechOps teams.