Web3 Technical Support Engineer (LATAM)

You will help customers build, operate, and troubleshoot blockchain infrastructure on Chainstack. You will own customer support cases from intake through resolution, working across logs, documentation, blockchain explorers, RPC calls, internal tools, and engineering context. You'll troubleshoot issues spanning RPC endpoints, WebSocket connections, node availability, sync behavior, and APIs, while communicating clearly with customers about impact, timelines, and next steps. You'll collaborate with DevOps, engineering, product, customer success, and sales teams, and use AI-first workflows to accelerate troubleshooting and documentation. You'll also help maintain runbooks, troubleshooting guides, and customer-facing help articles, contributing to support quality metrics and coverage across time zones.

Responsibilities

• Own customer support cases from intake through resolution, including technical investigation, customer communication, escalation, follow-up, and documentation
• Troubleshoot blockchain infrastructure issues across RPC endpoints, WebSocket connections, node availability, sync behavior, performance, rate limits, APIs, network-specific behavior, and customer configuration
• Reproduce, isolate, and explain technical issues using logs, metrics, internal tools, blockchain explorers, JSON-RPC requests, API responses, and product behavior
• Communicate clearly with customers about impact, timelines, workarounds, root causes, and next steps
• Work closely with DevOps, engineering, product, customer success, and sales teams to resolve customer issues and improve the support experience
• Identify recurring customer pain points, documentation gaps, operational risks, and product friction, then turn them into practical improvements
• Use AI-first support workflows to accelerate troubleshooting, case summaries, knowledge-base drafting, incident analysis, documentation updates, and pattern detection while verifying outputs before customer use
• Maintain and improve internal runbooks, troubleshooting guides, macros, customer-facing help articles, and escalation notes
• Contribute to support quality metrics such as response time, resolution time, customer satisfaction, escalation quality, and recurring-issue reduction
• Participate in support coverage across time zones and help ensure production customers receive timely, accurate assistance

Requirements

• 3+ years of experience in technical support, customer support engineering, solutions engineering, DevOps support, developer support, infrastructure support, or a similar technical customer-facing role
• Strong understanding of Web3 infrastructure, blockchain nodes, RPC APIs, wallets, transactions, blocks, smart contracts, gas, network finality, and common developer workflows
• Hands-on experience troubleshooting JSON-RPC, REST APIs, WebSocket connections, HTTP errors, latency, timeouts, rate limits, authentication, and customer-side configuration issues
• Ability to read and interpret logs, metrics, API responses, error messages, blockchain explorer data, and customer-provided technical context
• Strong customer communication skills, including the ability to explain technical issues clearly, set expectations, and handle urgent or ambiguous situations with composure
• Strong written English, with the ability to produce concise ticket updates, investigation notes, customer replies, documentation, and internal handoffs
• Experience working with ticketing systems, support queues, knowledge bases, incident workflows, or customer support operations
• Strong ownership mindset, with the ability to drive cases to resolution, follow up reliably, and improve the process when a pattern repeats
• Practical AI-native support workflow, including responsible use of AI tools for investigation planning, case summarization, documentation drafting, query generation, troubleshooting checklists, and support automation while maintaining strict verification, privacy, and accuracy standards
• Ability to work independently in a remote, distributed team and collaborate across functions without relying on heavy process

Benefits

• Stock options
• Flexible schedule