Summary

What you’ll do

We are seeking an experienced support engineer with independent problem-solving capabilities. A support engineer 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 for the products he/she will be engaged in. 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. 

You will be part of our Linea Support team, providing support for the Linea blockchain. Expect to cover various support request types, from answering simple questions to troubleshooting complex issues on chain, including dApps end-users and Linea Partners. You need to be comfortable with understanding key concepts of zkEVM and its ecosystem, especially zkRollup, troubleshooting customer scripts and reproducing issues, while working closely with the engineering and product teams to relay user feedback and ensure continuous improvement of Linea blockchain.

Key responsibilities:

1. Respond to technical customer requests in accordance with our SLAs and own them until resolution.
2. Provide valuable customer feedback to the product team and identify opportunities for product improvements or solutions to common issues.
3. Proactively identify, develop and maintain support knowledge documentation.
4. As part of a global support team, working on establishing operational protocols and standards
5. Working in an on-call environment

Qualifications:

1. 2+ years of experience in a technical customer support role
2. Experience in supporting and troubleshooting applications build on blockchain
3. Excellent communication skills in English
4. Deep understanding of L2 solution, L2 Transaction Lifecycle, along side of understanding Ethereum, web3 development, and the blockchain ecosystem
5. Understanding key concepts of zkEVM and its ecosystem, especially zkRollup related technologies is highly desirable.
6. Broad awareness and understanding of Web3 and DeFi, capability of translating technical concepts in the crypto space into simple terms
7. Understanding and familiarity with web3 dev framework (Hardhat, Foundry, Remix, etc.)
8. Practical knowledge with scripting languages (Javascript, Python, Bash, etc.)
9. Comfortable working with monitoring tools (Datadog, Grafana, etc.)
10. Familiar with issue-tracking tools (Jira, Github, etc.)

Skills

• Communications Skills
• Development
• Python