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:

The ideal candidate will be responsible for diagnosing and troubleshooting technical issues, including account setup & configuration
Develop and maintain technical documentation to assist customers in the proper usage of our client platform
Track customer issues through to resolution and within agreed time frames
Assist clients through a series of actions, either via phone, email or chat, until they’ve solved their technical issue
Properly escalate unresolved issues to appropriate internal teams (e.g. software engineers)
Work with customers to educate them on the proper setup, maintenance, and security of their wallets
Prioritize and manage several open issues at once, work primarily on weekend shifts after initial training

Skills & Experience:

3+ years of work experience as a Technical Support Engineer or similar role
Willingness to work a weekend shift is required. Hands-on experience with SaaS environments
Familiarity with remote desktop applications and help desk software (eg. Zendesk, Freshdesk, Salesforce)
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
Programming/database/API troubleshooting experience is highly recommended (JavaScript and Python is strongly preferred)
Experience in Fintech and/or cryptocurrency is highly desirable
BS degree in Information Technology, Computer Science or relevant field.Experience with bug-tracking tools, preferably JIRA
Experience using GitHub is preferred

On Offer:

Competitive base salary, bonus and stock options
100% company-paid health insurance for employee, partner and dependents
5% 401k company match
Paid parental leave & vacation
Free custom lunches, dinners and snacks
Computer equipment and workplace furniture to suit your needs
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