Support Engineer II
About the Role
You will answer technical support requests from customers, set up local proxies to debug outgoing Web3 requests, reproduce and track issues, and provide timely resolutions. You will translate customer hardships into actionable items for developers, write scripts to diagnose problems, manage refunds and billing in Stripe, document processes, and participate in daily meetings to review issues and design solutions. You will work on a rotating basis in a European timezone and must be a self-starter who takes ownership and communicates clearly.
Requirements
- Advanced scripting in Python, Go, Ruby, or Bash
- Knowledge of DNS, TCP, SSL, and HTTP
- Familiarity with the Ethereum JSON RPC specification
- Experience with infrastructure as code (Terraform; Ansible preferred)
- Expertise managing Linux hosts
- Experience with monitoring and proactive alerting systems
- Experience in technical customer support and troubleshooting using CLI tools
- Ability to set up unfamiliar software and preemptively solve complex problems
- Strong debugging and documentation skills
- Availability to work European timezone
Responsibilities
- Answer technical customer support requests
- Debug Web3 requests and set up local proxies
- Reproduce, track, and resolve customer issues
- Translate customer hardships into actionable developer tasks
- Write scripts to diagnose technical problems
- Manage refunds, credits, and charges in Stripe
- Document processes and share knowledge
- Participate in daily meetings to review issues and design solutions
Benefits
- Quarterly bonus tied to company and individual goal achievement
- Remote work
- Competitive benefits package