Web3 Technical Support Engineer (EU)

Chainstack

WorldwideremotePosted 16 days ago

Skill Required

Technical-Support-EngineerCustomer-Support-EngineeringWeb3-SupportBlockchain-Infrastructure-SupportDevOps-SupportWeb3-Support-EngineerTechnical-Support-Engineer-DutchDeveloper-Support-EngineerSupport-EngineerWeb3 DeveloperTechnical LeadTechnical Support EngineerWeb3.jsSoliditytroubleshootingEngineeringJavaScriptKubernetesBlockchainautomationObservabilityWebSocketanalyticsITILEthereumQuery OptimizationPostmanfintechwrittenPythonSolanaDevOpsCloudjQuerygRPCDeFiAPIsFulltime

Key highlights

Competitive salary in USD
3+ years of experience required
Stock options included
Remote, distributed team

Role overview

Chainstack powers global blockchain applications across fintech, DeFi, wallets, custodians, and analytics. We are looking for a Web3 Technical Support Engineer to help customers build, operate, and troubleshoot blockchain infrastructure on our platform. The ideal candidate will combine technical support discipline, Web3 infrastructure knowledge, clear communication, and strong ownership to ensure customer success.

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, gRPC, 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.

Nice to have

Experience supporting blockchain infrastructure providers, node operators, exchanges, wallets, DeFi protocols, custodians, analytics platforms, or developer tooling companies.
Familiarity with Ethereum, Solana, Polygon, BNB Smart Chain, Arbitrum, Base, Avalanche, Bitcoin, or other major blockchain networks.
Experience using command-line tools, cURL, Postman, web3.py, ethers.js, or blockchain SDKs to reproduce customer issues.
Basic scripting ability in Python, JavaScript, Bash, or similar languages for support tooling, data checks, or automation.
Familiarity with Kubernetes, cloud infrastructure, monitoring, alerting, incident management, or production operations.
Experience writing public documentation, help center articles, runbooks, customer guides, or troubleshooting playbooks.
Understanding of node sync modes, archive data, debug and trace methods, MEV-related workflows, indexing, validator operations, or Web3 data pipelines.
Experience using AI tools to improve support workflows, detect repeated issues, draft knowledge-base content, or create reusable troubleshooting templates.

Benefits

Competitive salary in USD - Fair, transparent compensation based on experience and impact.
Stock options - Share in Chainstack's growth and long-term success.
AI-first environment - Use AI to reduce repetitive work and focus on judgment and shipping.
Cutting-edge tech stack - Work with modern infrastructure and stay close to Web3 innovation.
Flat structure, no bureaucracy - Take ownership, move fast, and make decisions with real impact.
Flexible schedule - Work when you are most productive and maintain balance.
Global, fast-growing market - Build in a rapidly evolving industry with real customer demand.
Diverse, multinational team - Collaborate with people across countries, backgrounds, and functions.