Web3 Technical Support Engineer – LATAM

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Chainstack 🛠️💙

WebsiteLinkedInAll Job Openings

51 - 200 employees

🌐 Web 3

💰 $6M Venture Round on 2024-05

Web 3 • Blockchain

Chainstack is a platform offering blockchain infrastructure solutions designed to make the deployment and management of nodes efficient and accessible. Specializing in Web3 development, Chainstack provides services including cloud hosting, private networking, and decentralized storage solutions like IPFS. The company emphasizes reliability and flexibility, catering to enterprises and developers with scalable and customizable infrastructure capabilities.

📋 Description

• Own customer support cases from intake through resolution, including technical investigation, customer communication, escalation, follow-up, and documentation. • Troubleshoot blockchain infrastructure issues across RPC endpoints, WebSocket connections, node availability, sync behavior, performance, rate limits, APIs, network-specific behavior, and customer configuration. • Reproduce, isolate, and explain technical issues using logs, metrics, internal tools, blockchain explorers, JSON-RPC requests, API responses, and product behavior. • Communicate clearly with customers about impact, timelines, workarounds, root causes, and next steps. • Work closely with DevOps, engineering, product, customer success, and sales teams to resolve customer issues and improve the support experience. • Identify recurring customer pain points, documentation gaps, operational risks, and product friction, then turn them into practical improvements. • Use AI-first support workflows to accelerate troubleshooting, case summaries, knowledge-base drafting, incident analysis, documentation updates, and pattern detection while verifying outputs before customer use. • Maintain and improve internal runbooks, troubleshooting guides, macros, customer-facing help articles, and escalation notes. • Contribute to support quality metrics such as response time, resolution time, customer satisfaction, escalation quality, and recurring-issue reduction. • Participate in support coverage across time zones and help ensure production customers receive timely, accurate assistance.

🎯 Requirements

• 3+ years of experience in technical support, customer support engineering, solutions engineering, DevOps support, developer support, infrastructure support, or a similar technical customer-facing role. • Strong understanding of Web3 infrastructure, blockchain nodes, RPC APIs, wallets, transactions, blocks, smart contracts, gas, network finality, and common developer workflows. • Hands-on experience troubleshooting JSON-RPC, REST APIs, WebSocket connections, HTTP errors, latency, timeouts, rate limits, authentication, and customer-side configuration issues. • Ability to read and interpret logs, metrics, API responses, error messages, blockchain explorer data, and customer-provided technical context. • Strong customer communication skills, including the ability to explain technical issues clearly, set expectations, and handle urgent or ambiguous situations with composure. • Strong written English, with the ability to produce concise ticket updates, investigation notes, customer replies, documentation, and internal handoffs. • Experience working with ticketing systems, support queues, knowledge bases, incident workflows, or customer support operations. • Strong ownership mindset, with the ability to drive cases to resolution, follow up reliably, and improve the process when a pattern repeats. • Practical AI-native support workflow, including responsible use of AI tools for investigation planning, case summarization, documentation drafting, query generation, troubleshooting checklists, and support automation while maintaining strict verification, privacy, and accuracy standards. • Ability to work independently in a remote, distributed team and collaborate across functions without relying on heavy process.

🏖️ Benefits

• Competitive salary in USD - Fair, transparent compensation based on experience and impact. • Stock options - Share in Chainstack's growth and long-term success. • AI-first environment - Use AI practically and responsibly to reduce repetitive work, improve workflows, and focus more time on judgment, product insight, customer understanding, and shipping. • Cutting-edge tech stack - Work with modern infrastructure and stay close to Web3 innovation. • Flat structure, no bureaucracy - Take ownership, move fast, and make decisions with real impact. • Flexible schedule - Work when you are most productive and maintain balance. • Global, fast-growing market - Build in a rapidly evolving industry with real customer demand. • Diverse, multinational team - Collaborate with people across countries, backgrounds, and functions.