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Quicknode

Technical Support Engineer

Quicknode
Hallandale Beach, FL Remote $104k - $130k/yr Full time Posted 6d ago
Ansible Chef Customer Support Infrastructure As Code IT Services Remote Support Technical Support
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Job Description

As a Technical Support Engineer, you’ll support customers, debug Web3 outgoing requests, and translate customer findings into actionable engineering work.

Responsibilities

  • Provide customer support in a technical capacity
  • Debug technical issues by writing scripts to identify why requests or systems are not working
  • Set up and use a local proxy to debug outgoing Web3 requests
  • Translate customer issues into actionable items for the developer team
  • Lead a customer support team in a technical capacity
  • Work within a remote team of 5-10 people
  • Manage refunds, credits, and charges in Stripe

Requirements

  • 1+ years of experience in a technical support role
  • 1+ year of experience in Blockchain (or personal project equivalent)
  • Advanced scripting in more than one of: Python, GoLang, Ruby, Bash
  • Internet core protocol knowledge including DNS, TCP/SSL, HTTP, etc.
  • Knowledge of the Ethereum JSON RPC spec: https://eth.wiki/json-rpc/API
  • Experience maintaining infrastructure as code with Terraform; preferably Ansible (Salt/Puppet/Chef experience acceptable)
  • Expertise managing Linux hosts
  • Experience with proactive alerting and monitoring systems technologies
  • Experience in technical customer support including troubleshooting, CLI tools, and Linux
  • Adept at setting up software you may not have used before
  • Extremely thorough debugging and documentation for other teams
  • Ability to preempt complex issues before they impact multiple customers
  • Comfort documenting processes and sharing knowledge

Additional Role Details

  • Support ranges from answering simple questions to debugging core issues in custom software and off-the-shelf tooling
  • Translate cases where quick resolution is not possible into actionable developer tasks
  • Debug issues affecting a network that services 10 billion+ requests per month
  • Expected to spend time on customer support on a rotating basis so engineers better understand customers
  • Daily meetings to review customer issues, task progress, and design solutions

Technologies

  • Python, GoLang, Ruby, Bash
  • DNS, TCP/SSL, HTTP
  • Ethereum JSON RPC
  • Terraform, Ansible (Salt/Puppet/Chef acceptable)
  • Linux
  • Stripe

Compensation

  • $104,000 - $130,000 per year

Location: Hallandale Beach, FL (remote)

Minimum experience: 1 years

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