Support Engineer

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 rewar

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 in 2018, Immutable is one of Australia’s fastest-growing startups to hit unicorn status, having raised more than AUD $300M+ and valued at AUD $3.5 billion.

Currently, the Immutable Group consists of Immutable X and the Game Studio. Immutable X is the first and leading Layer 2 scaling solution for NFTs on Ethereum, with zero gas fees & is 100% carbon neutral. The Immutable Studio creates games on blockchain technologies to allow for true, digital ownership; including the world’s first NFT trading-card game, Gods Unchained, and Guild of Guardians.

It is our ambition to make digital worlds real; we have incredible global growth plans as we strive to become the number one ecosystem for NFTs.

Come and join us as we pioneer in this space!

A bit about the role:

We are looking for a Support Engineer to join our global team. This is a very hands-on, technical role, that is much broader than a typical ticket-based support position. Our support engineers are directly responsible for helping people use and Integrate with Immutable X and they drive for the best possible end-to-end customer experience.

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

A bit about the team:

This role will be part of the Immutable X platform team. The goal for Immutable X is to be the leading platform for NFT minting & trading “powering the world of NFT’s”. The mission for our Integrations team is to drive a seamless onboarding experience for launching customers’ dream businesses on Immutable X.

We are proud of the benefits that we offer for all of our employees globally. Here is a snapshot:

Attracting the best global talent:
We commit to paying globally competitive salaries and contributions & we share our products’ success through Employee Stock Options. We also support our US Employees with Medical and 401K Insurance
While we have a REMOTE first approach, we have an epic head office in the heart of Sydney and offer remote office hubs around the globe via a WeWork all-access pass
We offer AUD $750 WFH allowance to set up your home office and AUD $900 per annum to put toward your internet and phone usage.

Levelling up your growth
We offer up to AUD $2,000 per annum for any classes, courses or events to support your growth and development
Enjoy access to free online courses via Udemy

Helping you thrive
  • ️ Enjoy $1200 per year to put toward your health and wellbeing
Get 24/7 access to unlimited counselling for you and your family when you need it through our EAP Service
Get premium access to Aura, Calm, online fitness classes and discounts at major retailers through Perkbox

Leave when you need it the most:
‍‍New parents receive 12 weeks of paid leave in our gender-neutral offer. The birthing parent also gets an additional six weeks of leave for rest and recovery leading up to and after birth. We also offer Miscarriage Leave and extra leave for IVF treatments
Enjoy 2 additional paid annual leave days at the end of the year and a paid day off for your birthday

Additional Information:

Immutable is committed to building and fostering an inclusive, diverse workplace. We believe in incorporating everyone’s perspectives and experiences as this has been a significant driver of our success so far. For this reason, we strongly encourage candidates of all backgrounds to get in touch. Even if you don’t meet all the job listing requirements, do yourself (and us) a favour by still applying! You’ll likely bring something to the workplace that we haven’t thought of yet, and we would love to hear from you. We are a 2022 Circle Back Initiative Employer – we commit to responding to every applicant.

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