Web3 Technical Support Engineer – LATAM

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

📋 Description

• Manage customer support cases from initiation to resolution, which includes technical investigation, communication with customers, escalation, follow-up, and documentation.

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

• Reproduce, isolate, and elucidate technical issues using logs, metrics, internal tools, blockchain explorers, JSON-RPC requests, API responses, and product behavior.

• Clearly communicate with customers regarding impact, timelines, workarounds, root causes, and subsequent steps.

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

• Identify recurring customer challenges, documentation deficiencies, operational risks, and product friction, then translate these into actionable improvements.

• Leverage AI-first support workflows to expedite troubleshooting, case summaries, knowledge-base drafting, incident analysis, documentation updates, and pattern recognition, ensuring verification of outputs before customer use.

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

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

• Engage in support coverage across various time zones to ensure timely and accurate assistance for production customers.

⛳️ Requirements

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

• Strong comprehension of Web3 infrastructure, blockchain nodes, RPC APIs, wallets, transactions, blocks, smart contracts, gas, network finality, and common developer workflows.

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

• Capability 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 clarify technical issues, manage expectations, and handle urgent or ambiguous situations with composure.

• Proficient written English skills, with the capacity to create succinct ticket updates, investigation notes, customer replies, documentation, and internal handoffs.

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

• Strong ownership attitude, with the ability to drive cases to resolution, follow up consistently, and enhance processes when patterns recur.

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

• Ability to work autonomously in a remote, distributed team and collaborate across functions without relying on extensive processes.

🏝️ Benefits

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

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

• AI-first environment - Utilize AI responsibly and practically to minimize repetitive tasks, enhance workflows, and dedicate more time to critical thinking, product insight, customer understanding, and delivery.

• Cutting-edge tech stack - Engage with modern infrastructure and stay connected to Web3 innovations.

• Flat structure, no bureaucracy - Take ownership, act swiftly, and make impactful decisions.

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

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

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