Web3 Technical Support Engineer (EU)

Responsibilities

• Own customer support cases from intake through resolution, including technical investigation, customer communication, escalation, follow-up, and documentation.
• Troubleshoot blockchain infrastructure issues across RPC endpoints, WebSocket connections, node availability, sync behavior, performance, rate limits, APIs, network-specific behavior, and customer configuration.
• Reproduce, isolate, and explain technical issues using logs, metrics, internal tools, blockchain explorers, JSON-RPC requests, API responses, and product behavior.
• Communicate clearly with customers about impact, timelines, workarounds, root causes, and next steps.
• Work closely with DevOps, engineering, product, customer success, and sales teams to resolve customer issues and improve the support experience.
• Identify recurring customer pain points, documentation gaps, operational risks, and product friction, then turn them into practical improvements.
• Use AI-first support workflows to accelerate troubleshooting, case summaries, knowledge-base drafting, incident analysis, documentation updates, and pattern detection while verifying outputs before customer use.
• Maintain and improve 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 recurring-issue reduction.
• Participate in support coverage across time zones and help ensure production customers receive timely, accurate assistance.

Languages