Product Support Specialist

Responsibilities:

• Support end user and developer issues through Intercom (Helpdesk) and other social channels such as Discord. This includes issues/questions regarding Nodes, Subnets, blockchain transactions, Avalanche platform and products (Core, Bridge, Explorer, etc…), and other 3rd party crypto services, products, and coins/tokens that interact with the Avalanche Network
• Troubleshoot issues developers face when building on the Avalanche network
• Write, edit, and maintain a vast library of how-to guides, informative articles, and other support documents regarding the Avalanche ecosystem to facilitate self-support for as many requests as possible and preserve engineering resources
• Help maintain Github to update developer docs
• Create walk-through guides using screen-capture software
• Report user feedback, suggestions, and trends occurring for users to the appropriate team and escalate more complex issues to Engineers as needed
• Collaborate with other Product Support Team members in providing internal teams and external users with exceptional customer support and serve as a subject matter expert.
• Testing, documenting, and reporting bugs in Avalanche products and related software/hardware.
• Provide feedback loops to the Product Team using Product Board to capture and rank feature requests.

Requirements:

• A passion for all things web3
• Familiarity with Github, JIRA, Confluence, and other similar programs
• Extensive knowledge of Layer1 blockchains and a proficient understanding of web3 technologies
• Golang and/or Javascript competency
• Ability to create walk-through guides, including the use of screen capture software.
• Experience in blockchain community engagement
• An ability to work independently and within teams alike
• Experience with helpdesk ticketing platforms such as Intercom
• Excellent problem-solving and sleuthing skills
• Excellent empathy, active listening, and resiliency skills
• Strong organizational and time management skills
• Able to effectively manage multiple diverse and complex problems at the same time
• Exceptional client-facing and customer service skills including relationship-building/management and verbal communications

Salary Range: $97,200  -  $124,650