Web3 Technical Support Engineer (LATAM)

TL;DR

Web3 Technical Support Engineer (LATAM): Own customer support cases for blockchain infrastructure on hirify.global, from intake to resolution, with an accent on troubleshooting RPC/WebSocket/node availability, reproducing issues with logs and JSON-RPC, and driving clear customer communication. Focus on incident-quality investigations, runbook and knowledge-base improvements, and using AI-first support workflows with strict verification.

Location: Remote (LATAM)

Company

hirify.global provides a platform for running and managing blockchain nodes with standardized reliability for developers and operators.

What you will do

• Own support cases end-to-end: technical investigation, customer updates, escalation, follow-up, and documentation.
• Troubleshoot blockchain infrastructure issues across RPC endpoints, WebSocket connections, node availability, sync behavior, performance, rate limits, APIs, and network-specific behavior.
• Reproduce and isolate issues using logs, metrics, internal tools, blockchain explorers, JSON-RPC requests, and API responses.
• Communicate impact, timelines, workarounds, root causes, and next steps clearly to customers.
• Collaborate with DevOps, engineering, product, customer success, and sales to resolve issues and improve the support experience.
• Improve support quality via runbooks, macros, help articles, and quality metrics; use AI-first workflows to accelerate investigation and documentation while verifying outputs.

Requirements

• 3+ years of experience in technical support/customer support engineering, solutions engineering, DevOps support, developer support, or infrastructure support.
• Strong Web3 infrastructure knowledge: blockchain nodes, RPC APIs, wallets, transactions/blocks, smart contracts, gas, and network finality.
• Hands-on troubleshooting experience with JSON-RPC, REST APIs, WebSocket connections, HTTP errors, latency/timeouts, rate limits, authentication, and customer-side configuration.
• Ability to read logs/metrics and interpret API responses, error messages, and blockchain explorer data.
• English: strong written English for concise ticket updates, investigation notes, customer replies, documentation, and internal handoffs.
• Ability to work independently in a remote, distributed team and collaborate across functions.

Nice to have

• Experience supporting blockchain infrastructure providers, node operators, exchanges, wallets, DeFi protocols, custodians, analytics platforms, or developer tooling companies.
• Familiarity with major networks (e.g., Ethereum, Solana, Polygon, BNB Smart Chain, Arbitrum, Base, Avalanche, Bitcoin).
• Experience with command-line tools and SDKs (cURL, Postman, web3.py, ethers.js, blockchain SDKs) and basic scripting (Python/JavaScript/Bash).
• Familiarity with Kubernetes, cloud infrastructure, monitoring/alerting, and incident management/production operations.
• Experience writing public documentation/runbooks and understanding node sync modes, debug/trace methods, MEV workflows, indexing, validator operations, or Web3 data pipelines.

Culture & Benefits

• Competitive compensation in USD with transparent pay tied to experience and impact.
• Stock options.
• AI-first environment to reduce repetitive work and improve workflows, with responsible and verified use.
• Flexible schedule and flat structure with ownership and fast decision-making.
• Global, fast-growing market and a diverse multinational team.