This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Web3 Technical Support Engineer based in Brazil.
As a Web3 Technical Support Engineer, you will play a critical role in helping customers deploy, operate, and troubleshoot blockchain infrastructure in a fast-paced, innovation-driven environment. Working closely with engineering, DevOps, product, and customer success teams, you will resolve complex technical issues while delivering an outstanding support experience. This role combines deep technical investigation with customer communication, giving you the opportunity to work with leading blockchain technologies, decentralized applications, and cloud infrastructure. If you enjoy solving challenging problems, improving operational processes, and contributing to the evolution of Web3 technologies, this fully remote position offers the chance to make a meaningful impact within a globally distributed team.
Accountabilities
- Own customer support cases from initial investigation through resolution, ensuring timely communication, accurate troubleshooting, and thorough documentation.
- Diagnose and resolve issues related to blockchain nodes, RPC endpoints, WebSocket connections, APIs, synchronization, network performance, rate limits, and infrastructure availability.
- Reproduce and analyze technical issues using logs, metrics, blockchain explorers, JSON-RPC requests, API responses, and internal diagnostic tools.
- Communicate technical findings, workarounds, root causes, and resolution timelines clearly to customers while managing expectations throughout the support process.
- Collaborate with engineering, DevOps, product, sales, and customer success teams to resolve incidents and continuously improve service quality.
- Identify recurring issues, documentation gaps, and operational inefficiencies, contributing to knowledge base articles, troubleshooting guides, runbooks, and process improvements.
- Leverage AI-powered tools responsibly to accelerate investigations, summarize cases, improve documentation, and streamline support workflows while validating all outputs for accuracy.
- Contribute to operational excellence by monitoring support quality metrics, improving response times, and helping ensure reliable support coverage across multiple time zones.
Requirements
- Minimum of 3 years of experience in technical support, support engineering, DevOps support, infrastructure support, solutions engineering, or another customer-facing technical role.
- Strong understanding of blockchain technologies, including nodes, RPC APIs, smart contracts, wallets, transactions, gas fees, network finality, and common Web3 development workflows.
- Hands-on experience troubleshooting REST APIs, JSON-RPC, WebSocket connections, authentication issues, latency, HTTP e