About the Role
You will join the support team to help improve the technical support process for our cross-chain infrastructure. You'll solve complex technical issues escalated from the first line of support, train junior support staff, and write technical documentation and playbooks for handling incidents. You'll build and improve processes for the second line of support, collaborate with the third line of support on complex issues, and work with blockchain explorers, RPC providers, and DeFi protocols to troubleshoot problems efficiently. You'll communicate with users when trades are delayed, monitor systems proactively, diagnose blockchain-specific issues such as failed transactions and RPC errors, and provide feedback to the development team to improve platform reliability. You will also help with liquidity rebalancing and use browser DevTools for debugging network requests and analyzing logs.
Requirements
- Proven experience solving complex technical problems related to blockchain technologies and DeFi protocols
- Strong skills in writing technical documentation and training materials for first-line support staff
- Proficient with monitoring and debugging tools (Grafana, Sentry, DevTools) for diagnosing and analyzing transactions
- Ability to effectively collaborate with various technical teams to enhance processes and increase operational efficiency
Responsibilities
- Solve complex technical issues escalated from the first line of support
- Train first-line support staff to resolve more than trivial requests
- Write technical documentation and playbooks for handling incidents
- Build and improve processes for the second line of support
- Collaborate with the third line of support to escalate and resolve complex issues
- Work with blockchain explorers, RPC providers, and DeFi protocols to troubleshoot issues
- Communicate with users when market trades are not fulfilled in a timely manner
- Monitor the system and proactively resolve errors before users report them
- Diagnose and debug blockchain-specific issues including failed transactions, RPC errors, and smart contract interactions
- Provide insights and feedback to the development team to improve platform reliability
- Perform liquidity rebalancing to ensure quick fulfillment of trades
- Use browser DevTools to debug network requests, analyze console logs, and inspect elements
Benefits