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Location
Palo Alto
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Sector:
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Job type:
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Salary:
Market Competitive d.o.e.
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Contact:
Tom Layzell
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Contact email:
tom@intelletec.com
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Job ref:
TL2102
Technical Support Engineer
Our client is the market leader in institutional-grade cryptocurrency investment services providing security, compliance, and custodial solutions for blockchain-based currencies.
Because of their exceptional growth, they are now looking for a Technical Support Engineer to join their Engineering team in Palo Alto. Our client is responsible for a significant amount of cryptocurrency transactions so they're applications need to be fast, accurate, scalable and secure.
Responsibilities:
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The ideal candidate will be responsible for diagnosing and troubleshooting technical issues, including account setup & configuration
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Develop and maintain technical documentation to assist customers in the proper usage of our client platform
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Track customer issues through to resolution and within agreed time frames
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Assist clients through a series of actions, either via phone, email or chat, until they’ve solved their technical issue
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Properly escalate unresolved issues to appropriate internal teams (e.g. software engineers)
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Work with customers to educate them on the proper setup, maintenance, and security of their wallets
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Prioritize and manage several open issues at once, work primarily on weekend shifts after initial training
Skills & Experience:
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3+ years of work experience as a Technical Support Engineer or similar role
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Willingness to work a weekend shift is required. Hands-on experience with SaaS environments
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Familiarity with remote desktop applications and help desk software (eg. Zendesk, Freshdesk, Salesforce)
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Excellent problem-solving, troubleshooting and communication skills. Ability to provide step-by-step technical assistance, both written and verbal. Experience using analytical tools such as Kibana
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Programming/database/API troubleshooting experience is highly recommended (JavaScript and Python is strongly preferred)
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Experience in Fintech and/or cryptocurrency is highly desirable
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BS degree in Information Technology, Computer Science or relevant field.Experience with bug-tracking tools, preferably JIRA
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Experience using GitHub is preferred
On Offer:
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Competitive base salary, bonus and stock options
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100% company-paid health insurance for employee, partner and dependents
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5% 401k company match
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Paid parental leave & vacation
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Free custom lunches, dinners and snacks
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Computer equipment and workplace furniture to suit your needs
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Great colleagues and inspiring startup environment
Start date is = immediate - Send you most up to date resumes to Tom Layzell at tom@intelletec.com Cell: +1 (347) 719 4431