Job Application for Technical Support Engineer - Developer Support at Consensys{"@context":"schema.org","@type":"JobPosting","hiringOrganization":{"@type":"Organization","name":"Consensys","logo":"https://recruiting.cdn.greenhouse.io/external_greenhouse_job_boards/logos/000/008/223/resized/featured-images-consensys-plexus.png?1619714258"},"title":"Technical Support Engineer - Developer Support","datePosted":"2024-04-24","jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":null,"addressRegion":null,"addressCountry":null,"postalCode":null}},"description":"\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eOur mission is to unlock the collaborative power of communities by making Web3 universally easy to use, access, and build on.\u003c/span\u003e\u003c/p\u003e\n\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eWorking with Consensys puts you at the \u003c/span\u003e\u003cstrong\u003eforefront of an evolving paradigm\u003c/strong\u003e\u003cspan style=\"font-weight: 400;\"\u003e, transforming our society for the better. We fundamentally believe blockchain is the next generation of technology that can lay the foundation for a more just and equitable society.\u0026nbsp;\u003c/span\u003e\u003c/p\u003e\n\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eBlockchain tech is just over 10 years old. Ethereum itself is still a toddler and we’re far from reaching our full potential. You’ll get to work on the tools, infrastructure, and apps that scale these platforms to billions of users.\u0026nbsp;\u003c/span\u003e\u003c/p\u003e\n\u003cp\u003e\u003cspan style=\"font-weight: 400;\"\u003eYou’ll be constantly exposed to new concepts, ideas, and frameworks from your peers, and as you work on different projects — challenging you to stay at the \u003c/span\u003e\u003cstrong\u003etop of your game\u003c/strong\u003e\u003cspan style=\"font-weight: 400;\"\u003e. You’ll join a network of entrepreneurs and technologists that reaches the \u003c/span\u003e\u003cstrong\u003eedge of our ecosystem\u003c/strong\u003e\u003cspan style=\"font-weight: 400;\"\u003e. Consensys alumni have moved on to become tech entrepreneurs, CEOs, and team leads at tech companies.\u003c/span\u003e\u003cspan style=\"font-weight: 400;\"\u003e\u0026nbsp;\u003c/span\u003e\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eAbout \u003c/strong\u003e\u003cstrong\u003eCustomer Success\u003c/strong\u003e\u003cspan style=\"font-weight: 400;\"\u003e\u003cbr\u003e\u003c/span\u003eThe Customer Success team provides dedicated, tailor-made support solutions to emerging ConsenSys ventures. Being a newly formed function within ConsenSys, the Technical Support Engineer will have ample latitude in shaping and executing a shared customer success vision.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eWhat you’ll do\u003c/strong\u003e\u003cspan style=\"font-weight: 400;\"\u003e\u003cbr\u003e\u003c/span\u003e\u003c/p\u003e\n\u003cp\u003eWe are seeking an experienced support engineer with independent problem-solving capabilities. Someone who is eager to become an expert on Consensys blockchain technologies. The candidate will work closely with Customer Success Leaders, internal and external Engineering teams. Your work will ensure the Customer Success team meets all its commitments and has the knowledge and capabilities to deliver best-in-class support to our customers.\u0026nbsp;\u003c/p\u003e\n\u003cp\u003eYou will be part of our Developer Support team, working with products like Infura or MetaMask. Expect to cover various support request types, from answering simple questions to troubleshooting complex issues on API systems at scale. You need to be comfortable with using logging and tracing tools, troubleshooting customer scripts and reproducing issues. Hence some experience with at least one scripting language is a must (experience with web3 libraries is a big plus).\u0026nbsp;\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eKey responsibilities:\u003c/strong\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eRespond to technical customer requests in accordance with our SLAs and own them until resolution.\u003c/li\u003e\n\u003cli\u003eProvide valuable customer feedback to the product team and identify opportunities for product improvements or solutions to common issues.\u003c/li\u003e\n\u003cli\u003eProactively identify, develop and maintain support knowledge documentation.\u003c/li\u003e\n\u003cli\u003eAs part of a global support team, working on establishing operational protocols and standards\u003c/li\u003e\n\u003cli\u003eWorking in an on-call environment\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cstrong\u003eQualifications:\u003c/strong\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e2+ years of experience in a technical customer support role\u003c/li\u003e\n\u003cli\u003eExcellent communication skills in English\u003c/li\u003e\n\u003cli\u003eFamiliar with issue-tracking tools like Jira, Github or similar\u003c/li\u003e\n\u003cli\u003eKnowledge of web technologies (DNS, HTTP, TCP, TLS, Web services, etc)\u003c/li\u003e\n\u003c/ul\u003e\n\u003cul\u003e\n\u003cli\u003eKnowledge of Linux/Unix system administration, familiarity with concepts and tools involved in modern software development (docker, AWS, Kubernetes, etc)\u003c/li\u003e\n\u003cli\u003eKnowledge of database technologies - MongoDB, PostgreSQL, MySQL, Redis, etc\u003c/li\u003e\n\u003cli\u003eUnderstanding of Ethereum and the ecosystem main concepts (L2s, nodes, bridges, RPCs, transactions)\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cstrong\u003eWould be great if you brought this to the role\u003c/strong\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eStrong troubleshooting capabilities and the ability to decide and act with minimal guidance\u003c/li\u003e\n\u003cli\u003eExperience in supporting and troubleshooting complex API systems, preferably in a 24/7 setup\u003c/li\u003e\n\u003cli\u003eComfortable working with monitoring systems like Datadog, Grafana, etc\u003c/li\u003e\n\u003cli\u003eJavascript, Python, Golang, Bash or other scripting experience\u003c/li\u003e\n\u003cli\u003eYou’re a MetaMask user and have proven experience with web3 development (a very big plus)\u003c/li\u003e\n\u003
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