Level 2 Technical Support Specialist (Blockchain Technology)

The Challenge

We’re looking for an experienced Level 2 Technical Support Specialist to manage complex technical issues related to blockchain platforms, APIs, and transactions.This role requires advanced troubleshooting, strong problem-solving skills, and the ability to handle multiple escalated issues while ensuring excellent customer satisfaction.

Details

• Acting as an escalation point for Level 1 not resolved technical support issues, beyond basic steps, related to APIs, transactions, blockchain interactions, account access, and platform functionality.
• Analyze API requests, debug issues, and review logs to identify and resolve technical problems within the platform’s infrastructure.
• Contribute to the development and maintenance of knowledge bases, creating technical documentation, guides, and FAQs.
• Collaborate effectively with cross-functional teams (engineering, product, security) to resolve complex issues and improve platform performance.
• Provide leadership by mentoring Level 1 agents, guiding them on complex technical issues and improving team knowledge and performance.
• Use CRM platforms (e.g., Zendesk, Freshdesk) for tracking, documenting, and escalating customer issues effectively.
• Stay up-to-date with security protocols and risk management practices, ensuring the protection of user accounts, wallets, and platform security vulnerabilities.
• Manage and prioritize multiple high-priority escalated tickets while ensuring timely resolution in line with SLAs and customer satisfaction.
• Troubleshoot complex technical issues using root cause analysis.

About You

Must have:

• Good understanding of cryptocurrencies, blockchain technology, wallets, smart contracts, and decentralized finance.
• Knowledge on how to interact with and troubleshoot blockchain-related APIs or SDKs for DApps, wallets, or other blockchain applications.
• Advanced troubleshooting skills to act as the escalation point for complex issues related to APIs, transactions, blockchain interactions, account access, and platform functionality.
• Strong attention to detail in identifying problems and documenting solutions.
• Advanced knowledge of CRM platforms (e.g., Zendesk, Freshdesk).
• Familiarity with using tools to analyze logs, debug API requests, and track down technical issues within the platform’s infrastructure.
• Ability to analyze and interpret smart contract code.
• Strong understanding of security protocols and risk management practices in the crypto space, such as protecting user accounts, wallet security, and identifying potential vulnerabilities.
• Strong verbal and written communication skills.
• Fluent in English.

Nice to have:

• Basic understanding of programming languages like Java, Python, or TypeScript/JavaScript.
• Understanding Web3 ecosystem used to retrieve blockchain data for dApps.
• Understanding the legal implications of blockchain applications, such as compliance with regulations.
• Expertise with CLI tools for interacting with different blockchain networks to troubleshoot deeper technical issues.

What We Offer

• Working with new technologies and modern work environment;
• Incentives and also bonuses – financial and non-financial;
• Referral bonuses;
• Extra vacation days;
• Work from home & flexible work hours, aligned with project needs;
• Private health insurance;
• Meal tickets;
• Various discounts for gym classes & other recreational activities;
• Discounted office parking;
• Excellent coffee, delicious snacks and drinks at the office;
• Social and team-building activities;
• IntelligentBee way of working and way of life!