Technical Customer Support

New York, NY or Remote
Engineering
Full-Time
Blockstack PBC is looking for a highly proactive and communicative engineer to support a growing base of users. This role is for problem solvers who enjoy building positive interactions and understand the crucial importance of support as a critical to our growth. As a technical customer support engineer you will support a growing base of users, discover commonly found user obstacles, and help to inform product improvements. The Blockstack ecosystem comprises both highly technical and non-technical users of decentralized apps, and over 800 accredited and qualified investors. Enabling customers of the Blockstack ecosystem is a priority for the whole Blockstack team. 

You will: 
- Assist users in Blockstack on-boarding and facilitate positive experiences across a positive audience  
- Proactively address support requests via Zendesk, social media, our forum, slack etc. 
- Escalate repeat issues to our dev team and contribute to a product feedback loop 
- Build out processes to automate response as much as possible 

Qualifications: 
3+ years technical experience. You have excellent communication and follow-up skills. Established interest in user experience in the Blockchain space. Computer science or development background preferred.

Skills
- Experience supporting users through complex product launches, upgrades, and adaptations 
- Familiarity with one or more customer support portals, macros, and a record of automating processes when possible 
- Excellent verbal and written communication skills 

Qualities and Traits:
- Passion for building the new internet for decentralized apps  
- Strong problem solving skills 
- Positive customer first attitude 
- Proactive solution provider