Consensys
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Customer Success

Technical Support Engineer - Developer Support

United States - Remote

Full-time

Our mission is to unlock the collaborative power of communities by making Web3 universally easy to use, access, and build on.

Working with Consensys puts you at the forefront of an evolving paradigm, transforming our society for the better. We fundamentally believe blockchain is the next generation of technology that can lay the foundation for a more just and equitable society. 

Blockchain tech is just over 10 years old. Ethereum itself is still a toddler and we’re far from reaching our full potential. You’ll get to work on the tools, infrastructure, and apps that scale these platforms to billions of users. 

You’ll be constantly exposed to new concepts, ideas, and frameworks from your peers, and as you work on different projects — challenging you to stay at the top of your game. You’ll join a network of entrepreneurs and technologists that reaches the edge of our ecosystem. Consensys alumni have moved on to become tech entrepreneurs, CEOs, and team leads at tech companies. 

About Customer Success
The Customer Success team provides dedicated, tailor-made support solutions to emerging Consensys ventures. Being a newly formed function within Consensys, the Technical Support Engineer will have ample latitude in shaping and executing a shared customer success vision.

What you’ll do

We are seeking an experienced support engineer with independent problem-solving capabilities. Someone who is eager to become an expert on Consensys blockchain technologies. The candidate will work closely with Customer Success Leaders, internal and external Engineering teams. Your work will ensure the Customer Success team meets all its commitments and has the knowledge and capabilities to deliver best-in-class support to our customers. 

You will be part of our Developer Support team, working with products like Infura or MetaMask. Expect to cover various support request types, from answering simple questions to troubleshooting complex issues on API systems at scale. You need to be comfortable with using logging and tracing tools, troubleshooting customer scripts and reproducing issues. Hence some experience with at least one scripting language is a must (experience with web3 libraries is a big plus). 

Key responsibilities:

  • Respond to technical customer requests in accordance with our SLAs and own them until resolution.
  • Provide valuable customer feedback to the product team and identify opportunities for product improvements or solutions to common issues.
  • Proactively identify, develop and maintain support knowledge documentation.
  • As part of a global support team, working on establishing operational protocols and standards
  • Working in an on-call environment

Qualifications:

  • 2+ years of experience in a technical customer support role
  • Excellent communication skills in English
  • Familiar with issue-tracking tools like Jira, Github or similar
  • Knowledge of web technologies (DNS, HTTP, TCP, TLS, Web services, etc)
  • Knowledge of Linux/Unix system administration, familiarity with concepts and tools involved in modern software development (docker, AWS, Kubernetes, etc)
  • Knowledge of database technologies - MongoDB, PostgreSQL, MySQL, Redis, etc
  • Understanding of Ethereum and the ecosystem main concepts (L2s, nodes, bridges, RPCs, transactions)

Would be great if you brought this to the role

  • Strong troubleshooting capabilities and the ability to decide and act with minimal guidance
  • Experience in supporting and troubleshooting complex API systems, preferably in a 24/7 setup
  • Comfortable working with monitoring systems like Datadog, Grafana, etc
  • Javascript, Python, Golang, Bash or other scripting experience
  • You’re a MetaMask user and have proven experience with web3 development (a very big plus)

Don't meet all the requirements? Don't sweat it. We’re passionate about building a diverse team of humans and as such, if you think you've got what it takes for our chaotic-but-fun, remote-friendly, start-up environment—apply anyway, detailing your relevant transferable skills in your cover letter. While we have a pretty good idea of what we need, we're ready for you to challenge our thinking on who needs to be in this role.

Consensys is an equal opportunity employer. We encourage people from all backgrounds to apply. We are committed to ensuring that our technology is made available and accessible to everyone. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law. Consensys is aware of fraudulent recruitment practices and we encourage all applicants to review our best practices to protect yourself which can be found (https://consensys.io/careers/best-practices-to-avoid-recruitment-fraud/).

The salary range for US-based candidates only will be determined throughout the interview process depending on experience and skills.

US pay range (not including bonus, equity or other benefits)
$77,000$155,000 USD

Benefits

Competitive benefits
Competitive benefits
We have a comprehensive and competitive benefits package to make sure we’re looking after you and what matters most.
Equity
Equity
We believe in ownership and want everyone to have a stake in our future success, that’s why you’ll receive equity when you join us.
Recognized in the blockchain and Web3 ecosystem
Recognized in the blockchain and Web3 ecosystem
Working at Consensys is a tremendous reference for your career. You’ll join a network of entrepreneurs and technologists that extends across the global crypto ecosystem.
Continuous learning & opportunities
Continuous learning & opportunities
We provide ongoing growth and development through on-the-job learning, and the Consensys Advance Program which includes full access to Coursera, bespoke and technical learning programs and ConsenSys Academy our world-class blockchain and Ethereum program.
Unlimited vacation/holidays
Unlimited vacation/holidays
We value downtime to recharge and reset, ensuring everyone at ConsenSys has work/life balance. In addition, company-wide we participate in “zero productivity” days to take a break from work, shut down, and sit back and relax.
Flexible working arrangements
Flexible working arrangements
With our global workforce we have fine-tuned asynchronous working which means we have a lot of flexibility in the structure of when we work and how we work together.
Remote first
Remote first
You’ll be joining a team based all over the world. Providing the unique opportunity to work with people from across 6 continents.