About the Role
This role involves diagnosing and resolving technical challenges, supporting developers using the platform, and contributing to product improvements based on user feedback.
Responsibilities
- Diagnose and resolve technical problems reported by users
- Respond to support tickets with clear and accurate solutions
- Collaborate with engineering teams to escalate complex issues
- Document common issues and create knowledge base articles
- Assist developers in integrating with the platform's APIs and tools
- Monitor system alerts and respond to service disruptions
- Provide feedback to product teams based on user interactions
- Follow up with customers to ensure issue resolution
- Maintain up-to-date understanding of platform features and updates
- Participate in on-call rotations for urgent incidents
- Communicate technical details to non-technical users
- Track and report metrics on support performance
- Improve support processes to reduce resolution time
- Assist in testing new features before release
- Work across time zones to support a global user base
- Escalate critical bugs to development teams promptly
- Verify fixes with users after issue resolution
- Support onboarding for new enterprise customers
- Troubleshoot API connectivity and authentication issues
- Analyze logs and diagnostic data to identify root causes
Nice to Have
- Experience supporting API-based platforms
- Familiarity with node.js or blockchain infrastructure
- Prior work in a developer tools company
- On-call support experience
- Exposure to incident response procedures
- Technical writing experience
- Understanding of rate limiting and API throttling
- Experience with database query analysis
- Knowledge of Docker or containerized environments
- Background in SaaS support roles
Compensation
Competitive salary and benefits package
Work Arrangement
Remote position with flexible hours
Team
Collaborative engineering team focused on developer tools
Why This Role Matters
This position plays a key role in ensuring developers have a smooth experience using the platform, directly impacting customer retention and satisfaction.
Growth Opportunities
Engineers have clear paths to advance into senior support roles, technical leadership, or specialized engineering tracks.
Available for qualified candidates
