The Senior Technical Support Specialist will provide top-tier technical support to users, ensuring seamless operation of APIs, platforms, and Web3 technologies. This role demands a strong background in troubleshooting, customer service, and development, with a particular emphasis on Web3, blockchain, and decentralized finance (DeFi) systems. The specialist will also work closely with internal teams to escalate and resolve issues, manage API integrations, and contribute to the overall improvement of user experiences.
Key Responsibilities:
Technical Suppor
- t:Provide real-time, high-quality support to users across platforms such as Intercom, Discord, and Telegr
- amTroubleshoot and resolve issues related to digital wallets, decentralized applications (dApps), APIs, and Web3 technologi
- esAssist users with transactions, liquidity pools, and token listings by offering timely and accurate suppo
- rtMaintain an active presence in community forums and communication channels to address and solve technical proble
msAPI and Integration Suppor
- t:Offer technical support for API integrations, ensuring partners can effectively use Swap API, Fusion, and other critical syste
- msCollaborate with development teams to resolve integration issues and improve API documentati
onKnowledge Management & Documentatio
- n:Develop and maintain support documentation, including Help Center articles, user guides, and technical FAQs for newly released featur
- esRegularly update support content to reflect changes in UI, feature updates, and new integratio
nsInternal Collaboration & Escalatio
- n:Liaise with internal teams, such as development, to resolve complex technical issu
- esEscalate issues beyond the support team's scope promptly to ensure fast resoluti
- onContribute to development tools that improve the support team’s efficien
cyUser and Community Engagemen
- t:Actively participate in community calls, responding to technical questions and contributing to ongoing product development discussio
- nsCollaborate on building community-facing resources like video tutorials, blogs, and educational content, particularly for the Web3 ecosyst
emAutomation and Scalabilit
- y:Help build and improve internal processes for ticket automation and issue tracki
- ngExplore and implement scalable solutions for automating Help Center updates and streamlining response workflo
wsRequiremen
- ts:Minimum of 2 years in technical support or a similar role, with significant experience in customer-facing technical problem-solv
- ingExpertise in Web3 technologies, including blockchain, DeFi, cryptocurrency wallets, and dA
- ppsStrong understanding of APIs, integration processes, and troubleshooting techniq
- uesDevelopment experience in Web3-related environments is a strong advant
- ageProficient in customer support tools like Intercom, Discord, Telegram, and help desk syst
- emsAbility to diagnose and resolve technical issues efficien
- tlyStrong communication skills to explain complex technical information to both technical and non-technical audien
- cesFamiliarity with smart contracts and token-related inquir
iesNice to Ha
- ve: Experience with community management in the Web3 sp
- acePrevious involvement in DeFi proje
- ctsBackground in automating support workflows and building internal tools for support efficie
ncyTe
- rms:Remote work, flexible hours (our team is distributed around the wo
- rld)Young creative team, vibrant environment, and adequate leader
- shipSuggestions welcome: propose an idea and execut
- e itCompetitive remuneration based on a candidate's skills and experi
- enceWork for a leader in its seg
- mentUnlimited vacation days per
- yearCompensation for work equip
- mentAnnual team building event at an international re
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