Tech Support Specialist

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November 15

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Lido Finance

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Crypto • Web 3

Lido Finance is a decentralized liquid staking protocol that lets ETH holders stake while retaining liquidity via stETH and related tokens. It provides multiple staking products and vaults (stRATEGY, GGV, DVV), supports institutional and retail staking, and offers tools and integrations (SDKs, token guides, node operator modules) across many chains. Governed by the Lido DAO with emphasis on security, decentralization, and broad ecosystem integrations, Lido enables staking, trading, lending, and composability of staked ETH within DeFi.

51 - 200 employees

Founded 2020

₿ Crypto

🌐 Web 3

📋 Description

• Provide remote technical assistance to employees through tools like helpdesk platforms, video calls, and chat. • Troubleshoot and resolve issues related to hardware, software or network connectivity (e.g., VPN issues). • Guide users in setting up and configuring devices for remote work, including security configurations. • Assist with on-boarding and off-boarding of contributors (eg. helping with devices configuration). • Work closely with DevOps to address infrastructure-related issues. • Coordinate with SecOps to address security incidents, such as account breaches or phishing attempts. • Provide feedback from end-users to these teams for system improvements. • Monitor and respond to tickets in the helpdesk system, ensuring SLAs are met. • Escalate complex or recurring issues to the IT Manager or relevant internal teams. • Maintain detailed records of incidents, troubleshooting steps, and resolutions for reporting and knowledge sharing. • Identify and address common user pain points by developing solutions or FAQs. • Conduct periodic training sessions for contributors on existing tools and best practices. • Contribute to and maintain the internal knowledge base, documenting (common issues, step-by-step guides). • Share insights with internal service teams to improve processes and tools.

🎯 Requirements

• Proven experience in a technical support role, preferably in remote-first or distributed organizations. • Certifications such as CompTIA A+, ITIL Foundation, or equivalent are a plus. • Excellent communication and interpersonal skills, written and verbal. • Empathy and patience when dealing with frustrated or non-technical users. • Process improvement and efficiency optimization. • Strong problem-solving skills and attention to detail. • English level: B2+. • Basic networking knowledge (e.g., VPNs, DNS, IP configuration). • Experience with project management tools and software. • Technical proficiency with OS’es, APIs, and SaaS solutions. • Strong troubleshooting skills for popular OS’es and end-user software.

🏖️ Benefits

• Competitive fees in $ • Flexible schedule • Equipment, education & co-working reimbursement capabilities • Overseas conferences, community immersion