This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Engineer based in Canada.
This role offers the opportunity to support cutting-edge infrastructure powering the next generation of blockchain applications and digital experiences. You will work directly with customers to troubleshoot complex technical challenges, improve reliability, and deliver exceptional support experiences. The position combines technical problem-solving, scripting, infrastructure knowledge, and customer collaboration within a fast-growing technology environment. You will act as a bridge between customers and engineering teams, transforming real-world issues into actionable improvements. Working with a globally distributed team, you will help maintain high-performance systems serving billions of requests while continuously improving processes. This is an ideal opportunity for a technically curious engineer who enjoys debugging, learning new technologies, and taking ownership of customer success.
Accountabilities:
- Provide technical support to customers by diagnosing, troubleshooting, and resolving issues related to infrastructure, APIs, software integrations, and blockchain applications.
- Investigate complex technical problems by reproducing issues, writing scripts, analyzing logs, and identifying root causes.
- Translate customer challenges into actionable insights and collaborate with engineering teams to improve products and services.
- Support debugging efforts involving Web3 requests, APIs, CLI tools, Linux environments, and custom software integrations.
- Monitor, document, and track customer issues while ensuring timely communication and effective resolutions.
- Participate in customer support rotations to better understand user needs and improve overall customer experience.
- Manage technical workflows involving customer accounts, billing-related requests, refunds, credits, and operational support tasks.
- Contribute to improving support processes, documentation, internal knowledge sharing, and troubleshooting practices.
- Proactively identify potential issues and implement solutions before they impact multiple customers.
Requirements:
- 1+ years of experience in a technical support, solutions engineering, or similar customer-facing technical role.
- Experience working with blockchain technologies, Web3 applications, or equivalent personal projects.
- Strong scripting skills in one or more programming languages such as Python, Go, Ruby, or Bash.
- Solid understanding of internet protocols including DNS, TCP/SSL, HTTP, and related networking concepts.
- Familiarity with blockchain communication standards such as Ethereum JSON-RPC.
- Experience managing infrastructure as code using tools such as Terraform, Ansible, Salt, Puppet, or Chef