Product Support Specialist
Remote
Product /
Full-time /
Remote
At Offchain Labs, we aren’t just building products: we’re leading a movement.
As pioneers in blockchain scalability and security, we're at the forefront of transforming how the world interacts with decentralized applications. We're laying the foundation that will define the next generation of digital commerce, governance, and human interaction. This involves tackling real-world challenges that come with scaling blockchain technology, without compromising on its core principles: decentralization, security and transparency.
At the center of this vision is our people. Our team is made up of thinkers and doers that embrace new challenges and seek solutions that push existing boundaries. If you’re energized by solving unprecedented problems, and believe in the role that decentralized systems will play in creating a more equitable digital future, then we want to hear from you.
Why Offchain Labs?
Offchain Labs is setting the pace for the entire Ethereum ecosystem. We built the Arbitrum stack that powers Arbitrum One, the most widely adopted Ethereum scaling solution that exists today.
Arbitrum’s ecosystem is undergoing tremendous growth with hundreds of projects and dApps on Arbitrum One today. Over 100 different teams have used Offchain Labs technology to build their own Arbitrum chains. Major players in the space, Robinhood, BlackRock, Ethena Labs, Securitize, Aave, and Apechain are all using the Arbitrum stack.
Arbitrum’s thriving ecosystem wouldn’t exist without our advanced technology stack. Arbitrum, Prysm, ZeroDev. These aren’t just product names. These are tools that are actively reshaping what's possible on Ethereum and advancing its core infrastructure.
To top it all off? We’re backed by $124 million in funding. We’ve demonstrated consistent execution with billions in secured value, thousands of supported projects, and infrastructure processing millions of transactions seamlessly.
The Role:
- As part of the Product Support team, you will play a critical role in ensuring that users, partners, and developers in the Arbitrum ecosystem receive world-class support. You will own the daily support workflows, triaging and resolving incoming inquiries, working closely with Partnerships, Engineering, Product, and the Arbitrum Foundation. This role is crucial in ensuring smooth escalation processes, optimizing response times, and reducing engineering overhead by resolving as many tickets as possible before escalation.
What You’ll Do:
- Own and manage incoming support requests.
- Serve as the first point of contact for tickets related to in-house products.
- Triage, respond to, and resolve inquiries whenever possible, escalating when necessary.
- Work closely with cross-functional teams to ensure escalations contain all required information to minimize back-and-forth.
- Maintain and improve internal support documentation to reduce redundant inquiries.
- Identify trends in support tickets and proactively surface insights to the Product team to improve UX.
- Assist in onboarding additional Product Support team members as the function scales.
Who You Are:
- Experience: 3-5 years in a Technical Customer Support role, or closely related capacity.
- A highly organized and detail-oriented individual who thrives in a fast-paced environment.
- Excellent written and verbal communicator, capable of breaking down technical concepts for both engineers and non-technical users.
- Passionate about blockchain, Ethereum, and scaling solutions like Arbitrum, with a fundamental understanding of bridging, wallets, and aggregator logic.
- Comfortable working cross-functionally with Product, Engineering, and Partnerships teams to ensure seamless support workflows.
- Experienced in handling support queries, documenting processes, and building a structured approach to technical issue resolution.
- Able to track multiple tickets, maintain visibility on escalations, and ensure that no issue goes unresolved.
- Strong analytical skills with the ability to identify patterns in support inquiries and proactively recommend product improvements.
Perks:
- Remote-first global workforce + NY office
- Annual company offsite + team onsites
- Professional reimbursement program (facilitates industry conference attendance, certifications, and more)
- Medical, dental & vision coverage (US + some other countries)
- 401k retirement plan + company match (US only)
- Wellness stipend
- Home office set up / ergonomic equipment program
Attention Offchain Labs Job Seekers:
Please be advised that there has been a rise in fraudulent recruiter activities, particularly within the Web3 space. If you would like to confirm whether someone is an OCL employee or the legitimacy of an offer you received, please email jobs@offchainlabs.com
At Offchain Labs, we are committed to building a welcoming and supportive workplace for all employees, regardless of their background or identity. We strive to create an environment where everyone feels valued and has an equal opportunity to succeed and thrive. We encourage candidates from all walks of life to apply and join our team.
