A bit about us: Immutable is a global technology company, powering the world of NFTs on Ethereum. We are on a mission to be the number one ecosystem for NFTs which empowers and rewards users. Founded
A bit about the role:
You will have the opportunity to:
- Develop deep knowledge of our platform, APIs, and use-cases, you will use this knowledge to resolve technical questions and take every opportunity to contribute to the success of our platform.
- Be part of our founding team of support engineers improving our proactive, self-serve, and human support capabilities.
- Identify operational trends and work with cross-functional teams to drive product improvements and contribute to key support initiatives
- Create and curate public knowledge-base articles and internal documentation to help our customers and team move faster.
- Resolve both technical and non-technical questions from our customers in a timely manner, handling escalations from our Level 1 support team, troubleshooting, identifying, and escalating issues to our engineering team, supporting Incident Management.
- Efficiently manage workloads, balancing customer issues, and queue health.
- Proactively work on innovative solutions that improve support operations and customer outcomes.
We would love you to have:
- 1-3 years experience working in a highly technical support role, interacting with customers verbally and in writing.
- 1-3 years experience with programming, server-side scripting
- Troubleshooting experience for an API-based product, familiar with programming & REST APIs
- Experience using browser developer tools to diagnose issues with web applications
- Previous experience with databases & writing SQL queries.
- Previous experience with debugging tools (eg NewRelic, Sentry)
- Strong verbal & written communication skills
- Previous experience in a customer-facing technical role
Some extra skills that would be awesome:
- Experience working in a startup environment
- Web3/Crypto background
- AAA Gaming or Web3-Gaming background
- Involved in NFT project
We are proud of the benefits that we offer for all of our employees globally. Here is a snapshot:
Attracting the best global talent:
Levelling up your growth
Helping you thrive
- ️ Enjoy $1200 per year to put toward your health and wellbeing
Leave when you need it the most:
- A note to recruitment agencies: Our internal team has this role covered so no need to reach out – We don’t accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes. Thank you!