Engineering Member – Technical Support Engineer

🕒 Abril 27

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poolside

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2023

🤖 Inteligência Artificial

🏢 Corporativo

Artificial Intelligence • Enterprise

Poolside é uma aceleradora projetada especificamente para fundadores e builders de Web3. Ela oferece suporte a projetos de finanças descentralizadas (DeFi), games, governança, infraestrutura e NFTs. Com um ecossistema robusto de 20. 000 membros — incluindo mentores, investidores e builders de Web3 — a Poolside co-lançou e apoiou mais de 110 projetos. A aceleradora proporciona acesso diferenciado a mentoria e expertise técnica para ajudar projetos Web3 a escalar e alcançar lançamentos bem-sucedidos. A Poolside também se engaja com empresas e protocolos líderes para impulsionar o crescimento e a inovação no espaço Web3.

Descrição

• You will be the first point of contact for customers experiencing technical issues with our product. • You will troubleshoot, diagnose, and resolve technical problems. • The problems will range from issues in our SaaS offer to air-gapped on-prem deployments, where you’ll need to rely on the customer to be your eyes and ears. • You’ll need to be focused on creating the documentation, runbooks, and tools to help our support team scale efficiently. • You’ll be pivotal in promoting timely and professional technical support via support tickets and the occasional call.

🎯 Requisitos

• Lead the troubleshooting and resolution of complex software and infrastructure issues, including API integrations, system configurations, and performance problems. • Excellent written and verbal communication skills to engage with customers and to create and maintain comprehensive documentation for troubleshooting. • Escalate complex issues to engineering teams and work closely with developers to resolve customer concerns. • Maintain detailed records of support interactions in our ticketing system. • Strong knowledge of AWS (or equivalent), Kubernetes, Linux, and Networking. • Knowledge of monitoring and alerting tools (Grafana, Prometheus, Datadog). • Ability to work independently, prioritize tasks, and manage time effectively. • Experience with support ticketing systems (e.g., Zendesk, Freshdesk, Jira) and remote troubleshooting tools. • Previous experience in on-prem installations is a plus.

🏖️ Benefícios

• Fully remote work & flexible hours; • 37 days/year of vacation & holidays; • Health insurance allowance for you and dependents; • Company-provided equipment; • Wellbeing, always-be-learning and home office allowances; • Frequent team get togethers in Paris; • Great diverse & inclusive people-first culture.