Web3 Technical Support Engineer

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

📋 Description

• Manage customer support cases from initial intake to final resolution, encompassing technical investigation, communication with customers, escalation processes, follow-up actions, and documentation.

• Diagnose blockchain infrastructure challenges involving RPC endpoints, WebSocket connections, node availability, synchronization behavior, performance metrics, rate limits, APIs, network-specific actions, and customer configurations.

• Replicate, isolate, and clarify technical issues utilizing logs, metrics, internal tools, blockchain explorers, JSON-RPC requests, API responses, and product functionality.

• Clearly convey information to customers regarding impacts, timelines, workarounds, root causes, and subsequent steps.

• Collaborate closely with DevOps, engineering, product, customer success, and sales teams to address customer issues and enhance the support experience.

• Identify persistent customer pain points, gaps in documentation, operational risks, and product friction, subsequently transforming them into actionable improvements.

• Employ AI-driven support workflows for troubleshooting, summarizing cases, drafting knowledge-base articles, analyzing incidents, updating documentation, and detecting patterns, while ensuring outputs are verified before customer use.

• Maintain and enhance internal runbooks, troubleshooting guides, macros, customer-facing help articles, and escalation notes.

• Contribute to support quality metrics such as response time, resolution time, customer satisfaction, escalation quality, and reduction of recurring issues.

• Participate in support coverage across various time zones, ensuring that production customers receive prompt and accurate assistance.

⛳️ Requirements

• A minimum of 3 years' experience in technical support, customer support engineering, solutions engineering, DevOps support, developer support, infrastructure support, or a similar technical customer-facing role.

• Solid understanding of Web3 infrastructure, including blockchain nodes, RPC APIs, wallets, transactions, blocks, smart contracts, gas, network finality, and standard developer workflows.

• Practical experience in troubleshooting JSON RPC, gRPC, REST APIs, WebSocket connections, HTTP errors, latency issues, timeouts, rate limits, authentication, and customer-side configuration challenges.

• Ability to read and interpret logs, metrics, API responses, error messages, blockchain explorer data, and technical context provided by customers.

• Excellent customer communication skills, including the ability to explain technical issues succinctly, set expectations, and manage urgent or unclear situations with poise.

• Strong written English skills, capable of producing concise ticket updates, investigation notes, customer responses, documentation, and internal handoffs.

• Experience with ticketing systems, support queues, knowledge bases, incident workflows, or customer support operations.

• A strong ownership mindset, capable of driving cases to resolution, reliably following up, and improving processes when patterns recur.

• Practical experience with AI-native support workflows, including the responsible use of AI tools for investigation planning, case summarization, documentation drafting, query generation, troubleshooting checklists, and support automation, while adhering to strict verification, privacy, and accuracy standards.

• Ability to work independently within a remote, distributed team and collaborate across functions without relying heavily on established processes.

• Nice to have: Experience in supporting blockchain infrastructure providers, node operators, exchanges, wallets, DeFi protocols, custodians, analytics platforms, or developer tooling companies.

• Nice to have: Familiarity with Ethereum, Solana, Polygon, BNB Smart Chain, Arbitrum, Base, Avalanche, Bitcoin, or other significant blockchain networks.

• Nice to have: Experience with command-line tools, cURL, Postman, web3.py, ethers.js, or blockchain SDKs for reproducing customer issues.

• Nice to have: Basic scripting skills in Python, JavaScript, Bash, or similar languages for support tooling, data verification, or automation tasks.

• Nice to have: Familiarity with Kubernetes, cloud infrastructure, monitoring, alerting, incident management, or production operations.

• Nice to have: Experience in writing public documentation, help center articles, runbooks, customer guides, or troubleshooting playbooks.

• Nice to have: Understanding of node synchronization modes, archive data, debugging and tracing methods, MEV-related workflows, indexing, validator operations, or Web3 data pipelines.

• Nice to have: Experience utilizing AI tools to enhance support workflows, identify recurring issues, draft knowledge-base content, or create reusable troubleshooting templates.

🏝️ Benefits

• Competitive salary in USD - Fair, transparent compensation based on experience and impact.

• Stock options - Participate in Chainstack's growth and long-term success.

• AI-first environment - Leverage AI to minimize repetitive tasks and concentrate on critical decision-making and delivery.

• Cutting-edge tech stack - Engage with modern infrastructure and remain at the forefront of Web3 innovation.

• Flat structure with no bureaucracy - Take ownership, move quickly, and make impactful decisions.

• Flexible schedule - Work during your most productive hours while maintaining a healthy work-life balance.

• Global, fast-growing market - Contribute in a rapidly evolving industry with genuine customer demand.

• Diverse, multinational team - Collaborate with individuals from various countries, backgrounds, and functions.