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Support Engineer II

QuickNode

QuickNode

Other Engineering, Customer Service
Remote
Posted on Tuesday, April 2, 2024
QuickNode is a cloud-based infrastructure company that powers the blockchain ecosystem.
Our mission is to be the indispensable utility that empowers companies and innovators globally to build next-generation, Web3 enabled businesses & applications using blockchain technology. QuickNode is backed by some of the world's best investors including Tiger Global, Y Combinator, SoftBank, and the Seven Seven Six Fund. The QuickNode team has over 120 people maintaining high performance global data infrastructure for amazing customers serving billions of requests daily.
We are a global remote/hybrid company HQ'd in Miami, Florida.

The Role

As a Support Engineer II, you will be working on everything from answering simple support requests from potential customers about our service to setting up a local proxy to debug outgoing Web3 requests. You will be responsible for ensuring that we provide resolutions to customers quickly and when that is not possible, translate customer hardships into actionable items for our developer team to fix. Our network is servicing more than 10 billion requests per month, so you will be crucial in debugging the core issues customers are having with the use of custom software, off-the-shelf tooling, and more.

You won’t be alone because we expect every engineer to spend time on customer support, on a rotating basis, to understand our customers better. We’re looking for a self-starter, who is communication-focused with a deep sense of ownership and a team mentality to collaborate on achieving high-quality customer experience. We’re looking for an individual who does not need constant supervision to track issues, reproduce customer issues, etc.

You can expect to meet on a daily basis to go over customer issues, task progress and design solutions. Hours: Eastern time zone 9am-5pm ET.

What You'll Do

These are examples of things we would like to have seen you achieve in the past - don't worry about a perfect 1:1 match:

  • Have handled customer support in a technical capacity
  • Worked on a remote team of 5-10 people
  • Written scripts to figure out why some technical thing is not working
  • Managed refunds, credits and charges in Stripe
  • Lead a customer support team in a technical capacity

What You'll Bring

  • Advanced scripting in more than one of the following languages: Python, GoLang, Ruby, Bash
  • Internet core protocol knowledge: DNS, TCP/SSL, HTTP, etc
  • The Ethereum JSON RPC spec: https://eth.wiki/json-rpc/API
  • Experience in maintaining infrastructure as code (Terraform and preferably Ansible, but experience in Salt, Puppet or Chef is acceptable)
  • Expertise in managing Linux hosts
  • Experience with proactive alerting and monitoring systems technologies
  • Dealing with technical customer support (troubleshooting, CLI tools, Linux)
  • Adept at setting up software you may be unfamiliar with
  • Being extremely thorough in debugging and documenting issues for other teams
  • Capable of preemptively solving complex problems prior to their impacting multiple customers
  • Documenting your processes and sharing knowledge

Bonus

  • Experience in Blockchain/Web3

The base salary and level for this position in the United States are $101,610 - $112,900 per year and Level P3. International ranges, in local currency, will be discussed during the hiring process with applicable candidates. We consider years of experience, level of proficiency in job function, the technical competencies required and location when determining base salary ranges for positions and levels.

The QuickNode compensation philosophy includes pillars to ensure fair and unbiased compensation for all employees. To design and deliver total reward offerings that are employee-centric. To offer a competitive benefit package in all locations where we operate. To prioritize attracting and retaining the best talent globally. To maintain a high-performing and flexible way of working.
During the hiring process, we are committed to discussing compensation openly and honestly. We encourage candidates to share their salary expectations and requirements early, allowing for an individualized discussion. We know that our total rewards practices impact the lives and wellbeing of our employees. Therefore, we will never stop learning about the market, our business, your needs, and how best to achieve our goals through thoughtful and data-driven practices. If you have any questions or require further information about the compensation for this position, please don't hesitate to reach out to your Recruiter.

We at Quicknode are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.