We are a rapidly growing Web3 provider specializing in blockchain solutions and stablecoin infrastructure. We are looking for a tech-savvy and proactive Technical Support Manager to serve as the vital link between our clients and our engineering team.
Requirements:
Web3/Crypto Expertise: Solid understanding of how blockchains work (EVM-compatible and others), including gas fees, RPC, smart contracts, and decentralized wallets.
Technical Background: Ability to read logs, familiarity with REST APIs and JSON, and basic SQL knowledge. Experience using blockchain explorers (Etherscan, etc.).
Language Skills: English level Upper-Intermediate (B2) or higher (both written and verbal) for communicating with international partners.
Resilience: Ability to stay calm and think clearly during high-pressure incidents or heavy workloads.
IT Support Experience: 4+ years in technical support, ideally within Blockchain domain
Responsibilities:
Technical Support & Troubleshooting: Promptly handle inquiries from B2B clients and partners via ticketing systems (Pylon & Jira), Telegram, and Slack. Analyze complex issues together with the support technical team related to transactions, API/SDK integrations, smart contracts, etc.
Infrastructure Monitoring: Proactively monitor the health of blockchain nodes, RPC endpoints, and core infrastructure using tools like Grafana and Datadog to identify and mitigate issues before they impact users.
Team Management & Leadership: Oversee the support team, providing mentorship, performance reviews, and professional development.
Scheduling & On-Call Coordination: Manage the global support schedule and organize a 24/7 on-call rotation to ensure seamless coverage for critical incident response.
Incident Management & Reporting: Lead the communication during critical incidents. Compile weekly reports summarizing support KPIs, recurring issues, and detailed Root Cause Analysis (RCA) for all major incidents.
