Support Engineer

About QuikNode, Inc

At QuikNode, we believe the future of the internet is private, trustless and censorship resistant.

Our mission is to help blockchain ecosystems scale, by providing accessible core infrastructure. We have a passion for Internet technology and building blockchain infrastructure that just works. Our services power DApps. Our products empower users all over the world - servicing 10b+ requests per month.

Our company is remote first, with team members in 3 timezones. Our team has built and exited companies before, with experience at companies like Comodo SSL, 1Sale.com and USA Today. We understand the power that blockchains like Bitcoin and Ethereum provide for people who seek freedom and accountability - waking up every day excited to further the QuikNode mission.

What we offer

We offer 6 weeks of PTO, full medical, vision, dental and life insurance and a budget for a new computer setup.

Description & Responsibilities

As our first support engineer, you will be working on everything from answering simple support requests from potential customers about our service to setting up a local proxy to debug outgoing Web3 requests. You will be responsible for ensuring that we provide resolutions to customers quickly and when that is not possible, translate customer hardships into actionable items for our developer team to fix. Our network is servicing more than 10 billion requests per month, so you will be crucial in debugging the core issues customers are having with the use of custom software, off-the-shelf tooling and more.

You won’t be alone because we expect every engineer to spend at least one day on customer support to understand our customer better.

We’re looking for a self-starter, who is communication focused with a deep sense of ownership and a team mentality to collaborate on achieving high quality customer experience.

You can expect to meet on a daily basis to go over customer issues, task progress and design solutions. You’ll be working primarily with the technical team: Manuel Kreutz and Auston Bunsen.

We need you to have experience with:

• Basic scripting in one or more of the following languages: Python, GoLang, Ruby
• The HTTP Spec (What is a 404? What is a 502? 503?)
• The Ethereum JSON RPC spec: https://eth.wiki/json-rpc/API
• Dealing with technical customer support
• Getting familiar with and setting up software you may be unfamiliar with
• Being extremely thorough in debugging and documenting issues for other teams
• Documenting your processes and share knowledge

What you’ve likely done

These are examples of things we would like to have seen you achieve in the past - don’t worry about a perfect 1:1 match:

• Have handled customer support in a technical capacity
• Worked on a remote team of 5-10 people
• Written scripts to figure out why some technical thing is not working
• Managed refunds, credits and charges in Stripe
• Lead a customer support team in a technical capacity