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Technical Support Engineer (US)

Serve our customer base by providing technical support, managing escalations and emails in an effective and friendly manner

type of job

full-time

updated at

7 months ago

job details

Role Overview

We are looking for a passionate and customer-centric Technical Support Engineer (US) who can serve our customer base by providing technical support, answering incoming support inquiries, and managing escalations, emails, and Discord/Telegram messages in an effective and friendly manner.

In this role, you will have the opportunity to learn the ins and outs of the web3 world and master our products while becoming a source of knowledge and an expert on the LI.FI ecosystem. You will work closely with our Engineering and Product teams to ensure a great experience for our integration partners while delivering product feedback in a structured way.

Please note: You must be located in the EST timezone. Your application will not be considered if you're outside this time zone.

Responsibilities

  • Dealing with a large amount of communication with technical stakeholders from operational questions to a deeper investigation of technical issues, mainly for Tier 1/enterprise clients
  • Giving fast and accurate technical support to our existing integration partners, mainly via email and instant messaging (via Discord and Telegram) in real-time due to the nature of our customers’ operations
  • Creating documentation and writing knowledge base articles, user guides, and user guide adaptations, analyzing and providing customer feedback to the R&D team to improve the products

Requirements

  • Must be located in the EST timezone 
  • In-depth understanding of the cryptocurrency/blockchain industry and relevant experience in crypto business/fintech/venture capital/exchanges/early-stage startups
  • Effective communication skills and experience within troubleshooting technical issues and supporting integration partners
  • Relevant experience as a Technical Support Engineer, Software Engineer, or similar role
  • Solid base of technical know-how, for example, programming knowledge or engineering degree
  • Ability to work under high pressure and high troubleshooting skills
  • Experience supporting VIP enterprise clients with several key stakeholders and complex technical requirements
  • Willingness to travel for technical sessions and training purposes if needed
  • Comfortable having live video calls or in-person meetings while presenting solutions
  • Strong ability to work well within a team and to be self-guided on a day-to-day basis
  • Strong relationship-building skills

Culture & Perks

  • Empowered teams

We take the best person with the right skills, then inspire them to use them! We trust our team and give them the space and ownership to excel and achieve.

  • Flexible time management

We believe work should adapt to your life, not the other way around. We only schedule a few fixed meetings every week – you're free to arrange the rest of your time as you like.

  • Inclusive culture

It’s our priority to make our whole team feel included, appreciated, and respected. Our global, culturally diverse team is our most important asset.

  • Remote-friendly

We’re a fully remote, global company. As long as you’re not on Mars (the WiFi is terrible we heard), being part of our team from the comfort of your own home works perfectly well for us.

Benefits:

  • Entitlement to work computer (choice of equipment)
  • Annual team offsites (Thailand was a blast at the beginning of 2023)
  • Unlimited remote days
  • Flexible working hours
  • An annual 1000€ personal development budget once the probation period ends (pro-rated the first year)
  • A one-time 1000€ remote budget to use on coworking, office setup, etc.

Location

Remote, but must be located in the EST timezone

About Us

LI.FI is a cross-chain liquidity aggregation protocol and is building a crucial infrastructure piece for the mass adoption of blockchains. Abstracting away DeFi and making it available as API and widget to the dapplication layer, empowers developers to focus on what is truly important: building value bringing, decentralized applications for the consumer.

LI.FI allows limitless, cross-chain any-to-any swaps from anywhere, directly into the dapps.

We are a passionate young team on a mission to enable a fairer, more decentralized world. To do so we are building a crucial piece of cross-chain infrastructure to enable multiple blockchains to coexist and serve different needs.

Apart from the tech we care a lot about user experience and aim to make complex technologies accessible for everyone.