Product Support Engineer USA
Product Support Engineer USA
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Salary Not Disclosed
1 Vacancy
Job Description
Fulltime NYC or remote from USA
As a Product Support Engineer you will own relationships with all our customers based in the Americas (and some prospects) while working closely with a local growing GTM team as well as our Europebased Product team. Your objective will be to ensure customers successfully integrate our APIfirst products and continuously improve their staking activities.
Responsibilities
Onboarding and training: Help business clients understand the staking process available options and how to use Kilns staking services effectively.
Technical support: Address client inquiries related to staking troubleshoot any issues they may encounter and guide them through the resolution process.
Platform updates and enhancements: Communicate new features updates and improvements to the staking platform ensuring clients understand how these changes may impact their staking activities.
Knowledge base and documentation: Contribute to and maintain a comprehensive knowledge base of stakingrelated information including FAQs guides and tutorials to help clients quickly find answers to their questions.
Tools: Slack/Pylon Notion Gong HubSpot Postman
Stack: Solidity Golang JavaScript/Typescript API REST PostgreSQL AWS/Kubernetes
Requirements
3 years of technical customer support experience in a B2B software company including customer onboarding troubleshooting and user training.
Proven experience with API troubleshooting software implementation testing and deployment processes.
Strong ability to prioritize and resolve support tickets effectively.
Outstanding communication skills across all channels.
1 year of experience in web3 blockchain and cryptocurrency with solid understanding of protocols staking and DeFi.
Native English speaker
Nicetohave:
Experience working in a fastgrowing startup.
Experience with Postman or another API testing tool.
Fluency in Spanish and/or Portuguese
Personal experience with staking cryptocurrency.
About Kiln:
Kiln is the leading enterprisegrade rewards platform that enables institutional customers to stake assets and integrate staking & DeFi functionality into their offerings. Our APIfirst platform provides fully automated validators staking & DeFi protocols access and comprehensive data and commission management.
With $13 billion in crypto assets staked through our platform Kiln has established a strong presence on Ethereum managing over 4.3 of the network through 45000 validators all with zero slashing events.
Kiln serves more than 140 leading customers including Binance BitPanda Bitgo Fireblocks VanEck and TrustWallet.
Our team of 90 ecosystem enthusiasts brings experience from industry leaders like Google Circle Ledger Chainalysis and other prominent technology and cryptocurrency companies.
Weve raised $30M in total funding from prominent investors including 1kx Crypto Illuminate Financial Consensys Wintermute Kraken Ventures...
Join Kiln and help us make the web more secure stable decentralized and fair!
How Kiln will support you:
A fastpaced bureaucracyfree work environment
Equity share options in the business: if Kiln succeeds we all succeed!
Competitive salary
Flexible holiday
Flexible remote working
Choose your IT equipment
Internet connection paid
Significant personal development budget (books training)
Overseas tech conferences budget
Kiln is an Equal Opportunity Employer
We are committed to fostering an inclusive and diverse workplace where everyone is valued and respected. We welcome applications from all backgrounds including women or persons with disabilities.
Your interview process
Our thorough process ensures the best fit for both you and Kiln and we strive to make each step valuable and efficient.
Recruiter Interview 45 min)
Takehome test < 3 hours)
Technical Interview 60 min)
Core Values Interview 45 min)
Founders Interview 30 min)
Offer!
Your personal information will be securely stored in our Applicant Tracking System (ATS) and will not be shared with external parties. We comply fully with GDPR regulations to protect your data and privacy.
Please note that we do not sponsor visas for persons without work authorization in the USA. This role is for fulltime employees only (no B2B or contractors). Thank you!
Employment Type
Full-Time
