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Quicknode

Technical Support Engineer

Quicknode
Hallandale Beach, FL Remote $104k - $130k/yr Full time Posted 4d ago
Ansible Chef Customer Support Infrastructure As Code IT Services Remote Support Technical Support
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Job Description

Quicknode is seeking a Technical Support Engineer (remote, based in Hallandale Beach, FL) to support customers on technical issues and debug Web3 outgoing requests. The role includes translating customer problems into actionable items for the developer team and helping drive fast resolutions, including hands-on investigation such as setting up a local proxy.

Role Overview

In this position, you will handle support requests from potential customers and work through technical cases that require deeper debugging. You will also set up a local proxy to investigate and troubleshoot outgoing Web3 requests, then align findings with the development team so issues can be addressed effectively. Quicknode’s network serves more than 10 billion requests per month, so identifying and resolving core reliability problems is a key part of the work. Engineers also participate in customer support on a rotating basis to improve shared understanding of customer needs.

You will meet on a daily basis to review customer issues, task progress, and solution approaches.

Responsibilities

  • Handled customer support in a technical capacity.
  • Worked on a remote team of 5-10 people.
  • Written scripts to determine why technical components are not functioning.
  • Managed refunds, credits, and charges in Stripe.
  • Led a customer support team in a technical capacity.

What You’ll Do

  • Answer and resolve technical support requests from customers and potential customers.
  • Support debugging workflows that include setting up a local proxy to investigate Web3 outgoing requests.
  • Translate customer hardships into actionable items for the developer team.
  • Write scripts that help isolate issues and explain failure modes clearly.
  • Manage refunds, credits, and charges in Stripe as part of customer support operations.
  • Lead a customer support function in a technical capacity.

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.
  • Knowledge of internet core protocols including DNS, TCP/SSL, and HTTP.
  • Familiarity with the Ethereum JSON RPC spec: https://eth.wiki/json-rpc/API.
  • Experience maintaining infrastructure as code using Terraform, and preferably Ansible (Salt, Puppet, or Chef experience is acceptable).
  • Expertise in managing Linux hosts.
  • Experience with proactive alerting and monitoring systems technologies.
  • Ability to handle technical customer support including troubleshooting, CLI tools, and Linux.
  • Adept at setting up unfamiliar software when required for debugging.
  • Extremely thorough debugging and documentation for other teams.
  • Capability to preemptively solve complex problems before they impact multiple customers.
  • Experience documenting processes and sharing knowledge.

Technologies

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

Compensation Range

USD 104,000 - 130,000 per yearly.

Location

Hallandale Beach, FL (remote).

Minimum Experience

1 years.

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