Technical Support Lead - DataHub (web3 developer tooling)

  • 🏛️Figment
  • 🏷️
    Engineering
  • 🌐
    Remote
  • 📅3 days ago

Description

At https://www.figment.io" target="_blank">Figment, our mission is to create an Internet that is truly decentralized where users can freely interact, share, collaborate, and exchange goods and services in a trustless environment. We offer staking, middleware, and application layer solutions for token holders and developers investing in and building on Web 3 technologies. Together, we can build a better Internet.

The Role 

At Figment, we help developers launch apps across the top Web 3 protocols. DataHub lets developers use the most powerful and unique features of a blockchain without having to become protocol experts. As a Technical Support Lead, you will establish a strong support culture for DataHub customers by managing a team of distributed support engineers. You will put in place a thorough process to identify, document, and solve customer issues around our infrastructure & tools while guiding your team in their understanding of Web 3 development. You will be responsible for ensuring high retention and satisfaction of our customers. You will also lead efforts around developing world-class developer documentation. 

Responsibilities 

  • Establish technical support best practices via multiple channels eg. email, Slack, Telegram and Discord 
  • Set a consistent framework to analyze, troubleshoot, debug and reproduce technical issues. 
  • Establish collaboration best practices with internal and external teams to provide DataHub customers timely support for technical issues 
  • Develop and contribute to DataHub documentation 
  • Establish an issue escalation process and operational procedures to streamline support 
  • Work with a global team and own the support journey for DataHub customers

What we are looking for

  • 4+ years of relevant experience as a software engineer or a support engineer 
  • Proven ability to lead a team of technical support engineer 
  • Experience or strong understanding of the blockchain space
  • Experience supporting and troubleshooting web applications, JSON and APIs
  • Experience owning technical documentation 
  • Experience with cloud infrastructure or API-based products 
  • Ability to recognize issue patterns and solve complex problems 
  • Location in North-America or Europe preferred

What you could bring to the table

  • Experience developing in Javascript, Golang, and/or Rust 
  • Knowledge of smart contract development (Solidity, Substrate, or similar) a plus 

Benefits & Impact 

  • Remote First + Hybrid Working Environment: Fully remote-first teams with regular team retreats to foster team bonding 
  • Professional Culture: A culture of honesty, professionalism and risk taking in a high-growth environment
  • Work/Life Flexibility: Remote work with a flexible PTO policy - 20 days PTO plus 5 flexible days 
  • Family-Friendly Benefits: Best in class parental leave and flexible arrangements 
  • Health & Wellness: Company-paid medical/vision/dental for employees and family
  • Compensation: Comprehensive packages including competitive salary, bonus and equity

About Figment

At Figment, our mission is to support the adoption, growth and long term success of the Web 3 ecosystem. This is Figment’s unique approach: we make it simple to build on the next generation of blockchain technology.

We provide enterprise grade node and staking infrastructure and developer tools while also actively participating in community & governance.