Support Engineer II (Web3)

TL;DR

Support Engineer II (Web3): Debugging and supporting blockchain infrastructure for customers, with an accent on translating customer hardships into actionable items for the developer team and ensuring quick resolutions. Focus on deep debugging of core issues using custom software and off-the-shelf tooling, and proactively solving complex problems.

Location: Remote (USA, US West Timezone required)

Salary: $113,000–$126,000 per year

Company

hirify.global is a cloud-based infrastructure company that powers the blockchain ecosystem for Web3 businesses and applications.

What you will do

• Handle technical support requests from potential and existing customers.
• Debug outgoing Web3 requests and core customer issues using various tools.
• Ensure quick resolutions for customer problems or translate them into actionable items for developers.
• Collaborate with engineering teams to improve customer experience and product stability.
• Document processes and share knowledge with the team.
• Participate in rotating customer support duties to understand customer needs.

Requirements

• Advanced scripting in Python, GoLang, Ruby, or Bash.
• Strong knowledge of Internet core protocols (DNS, TCP/SSL, HTTP) and Ethereum JSON RPC spec.
• Experience with infrastructure as code (Terraform and preferably Ansible, or Salt, Puppet, Chef) and managing Linux hosts.
• Proven experience in technical customer support, troubleshooting, and debugging complex issues.
• Familiarity with proactive alerting and monitoring systems.
• Capable of preemptively solving complex problems prior to impacting multiple customers and documenting issues.

Nice to have

• Experience in Blockchain.

Culture & Benefits

• Global remote company with HQ in Miami.
• Daily meetings to discuss customer issues, task progress, and design solutions.
• Engineers rotate on customer support to better understand customer needs.
• Commitment to fair, unbiased, and competitive compensation.
• Eligibility for a quarterly bonus tied to company and individual goal achievement.
• An equal opportunity employer with a focus on attracting and retaining global talent.