Technical Support Engineer

GridPlus, manufacturer of the Lattice1 hardware wallet, is pioneering web3-focused hardware security. We’re growing quickly and could use your help scaling up our technical support team!

We are looking for someone willing to dive in and learn our product backwards and forwards and then provide consistently exceptional support on multiple platforms. The most important skill for this position is the ability to understand technical topics in-depth and then break them down and explain them to both experienced and new crypto users.

The ideal candidate is a problem solver who is passionate about crypto and has been interested in or worked in the space for some time. You can be anywhere in the world. English fluency required.

Responsibilities:

• Provide technical support for Lattice1 hardware wallet users through investigating and troubleshooting customer issues across multiple channels including social media, Discord and HubSpot tickets.
• Provide a seamless support experience for GridPlus customers.
• Follow customer support scripts and decision trees and help with their optimization.
• Coordinate with team engineers at regularly scheduled times for assistance with tickets escalated due to technical difficulty.
• Collaborate on maintaining and updating our public knowledge base and internal process documentation.
• Flexibility to be on call on occasion (following an agreed upon protocol) for time-sensitive incidents and escalations.

Requirements:

• You love crypto, learn quickly and have a technical mind!
• A thorough understanding of the Ethereum ecosystem and its popular tools and applications, including DeFi, NFTs, and DEXes.
• Comfort with core blockchain concepts and the ability to clearly and concisely articulate these ideas to Lattice1 users.
• Understanding of hardware wallets and cryptocurrency personal security best practices.
• Excellent written and verbal English communication skills.
• Comfort independently managing a high volume of customer inquiries.
• Experience with technical support and/or managing online communities.
• Last but not least, we prefer candidates who understand and are part of the crypto culture.

Plusses:

• Technical background.
• Fluency in additional languages.