Job Description
Title: Technical Support Engineer
Location: CANADA – Remote, LATAM – Remote, UNITED STATES – Remote
Our mission is to unlock the collaborative power of communities by making Web3 universally easy to use, access, and build on
Working with ConsenSys puts you at the forefront of an evolving paradigm, 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.
Blockchain 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.
You’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 top of your game. You’ll join a network of entrepreneurs and technologists that reaches the edge of our ecosystem. ConsenSys alumni have moved on to become tech entrepreneurs, CEOs, and team leads at tech companies.
About Customer Success
The Customer Success team in ConsenSys is focused on exactly that: making our customers successful. The team is designed to complement ConsenSys products by creating a holistic well-rounded experience for our customers and users.
We focus on 3 areas:
Customer experience – Ensuring that our customers and users are engaged, and satisfied with ConsenSys products and services.
Brand protection – Maintaining and elevating the ConsenSys brand and overall reputation through our customers and users, and their feedback
Continuous improvement – Learning and adapting to the customers’ needs and providing feedback to the products allows ConsenSys to maximize its market potential and be a better fit for a wider audience
What you’ll do
The Technical Support Engineer will be responsible for working closely with Customer Success Leaders and internal and external Engineering teams for the products they will be engaged in. You will be responding to technical support cases generated by our customers via our ticketing system, ensuring a high level of customer satisfaction. Troubleshooting and resolving technical questions related to general product knowledge, implementation, individual user issues, and other product related questions, while meeting our quality goals. You will act as an escalation point for complex issues, working collaboratively with other team members to resolve problems. Contributing to the continuous improvement of support protocols, driving efficiency and effectiveness, while providing valuable feedback for our engineering, product, and other teams.
Would be great if you brought this to the role
- Previous experience in a technical support or customer service role, preferably within the blockchain or cryptocurrency industry
- Understanding of Ethereum, web3, and the blockchain ecosystem
- Excellent verbal and written communication skills in English, including active listening, conflict resolution, and customer empathy
- A customer-centric mindset and a passion for providing exceptional support
- Experience in supporting and troubleshooting web applications, JSON and Rest APIs
- Experience with at least one scripting/programming language