Technical Support Engineer

This is a fully remote position, open to applicants in Florida.

📋 Description

• Take ownership of and resolve technical support inquiries, ranging from fundamental product questions to intricate Web3, infrastructure, and integration challenges.

• Assess, replicate, and troubleshoot customer-reported issues utilizing logs, CLI tools, scripting, local proxies, and various diagnostic techniques.

• Record technical insights, reproduction procedures, customer impact, and suggested next steps for Engineering, Infra, Product, and TechOps teams.

• Convert recurring customer concerns into bug reports, product feedback, internal tooling requirements, and enhancements to support processes.

• Collaborate with Engineering and cross-functional teams to address customer problems and manage escalations.

• Develop and sustain internal support documentation, runbooks, troubleshooting manuals, and customer-facing materials.

• Design or enhance scripts, tools, and automation to decrease manual support efforts and expedite resolution times.

• Handle customer account and billing-related support requests, including refunds, credits, and Stripe transactions.

• Engage in daily support evaluations, team transitions, and support rotations.

• Communicate effectively, take responsibility, and ensure issues are resolved thoroughly.

⛳️ Requirements

• A minimum of 1 year of experience in a technical support position.

• At least 1 year of experience in Blockchain, or equivalent personal project experience.

• Proficient in advanced scripting in more than one of the following: Python, Go, Ruby, or Bash.

• Understanding of fundamental internet protocols, including DNS, TCP/SSL, and HTTP.

• Familiarity with the Ethereum JSON-RPC specification.

• Experience in maintaining infrastructure as code using Terraform; Ansible preferred, with Salt, Puppet, or Chef also acceptable.

• Skilled in managing Linux hosts.

• Experience with proactive alerting and monitoring technologies.

• Proven track record in providing technical customer support using troubleshooting methods, CLI tools, and Linux.

• Capable of configuring unfamiliar software.

• Detail-oriented in debugging and documenting issues for other teams.

• Ability to proactively address complex problems before they impact multiple customers.

• Committed to documenting processes and sharing knowledge.

• Legally permitted to work in the US without company sponsorship.

🏝️ Benefits

• Competitive benefits package available in all locations where Quicknode operates.

• Flexible working arrangements.

• Global remote company structure.

• Equal employment opportunity for all applicants.