Technical Support Engineer
Job description
Technical Support Engineer at QuickNode responsible for resolving customer technical support requests, from basic product questions to complex Web3, infrastructure, and integration issues, and translating customer hardships into actionable items for the developer team.
At a glance
- Work mode
- Remote
What you'll do
- Own and resolve technical support requests from customers, ranging from basic product questions to complex Web3, infrastructure, and integration issues.
- Triage, reproduce, and debug customer-reported issues using logs, CLI tools, scripting, local proxies, and other troubleshooting methods.
- Clearly document technical findings, reproduction steps, customer impact, and recommended next actions for Engineering, Infra, Product, and TechOps teams.
- Translate recurring customer issues into actionable improvements, including bug reports, product feedback, internal tooling needs, and support process updates.
- Partner closely with Engineering and other cross-functional teams to ensure customer issues are resolved quickly and escalations are handled with urgency and context.
- Create and maintain internal support documentation, runbooks, troubleshooting guides, and customer-facing resources to improve support quality and consistency.
- Build or improve scripts, tooling, and automation that reduce manual support effort and improve time to resolution.
- Manage customer account and billing-related support needs, including refunds, credits, and charges in Stripe when appropriate.
- Participate in daily support reviews, team handoffs, and support rotations to ensure strong customer coverage and shared visibility into active issues.
- Help maintain a high-quality customer experience by communicating clearly, taking ownership, and following issues through to resolution.
What we're looking for
- 1+ years of experience in a technical support role.
- 1+ year of experience in Blockchain, or equivalent personal project experience.
- Advanced scripting in more than one of the following languages: Python, Go, Ruby, or Bash.
- Knowledge of core internet protocols, including DNS, TCP/SSL, and HTTP.
- Familiarity with the Ethereum JSON-RPC specification.
- Experience maintaining infrastructure as code using Terraform and preferably Ansible; experience with Salt, Puppet, or Chef is also acceptable.
- Expertise in managing Linux hosts.
- Experience with proactive alerting and monitoring technologies.
- Experience providing technical customer support using troubleshooting methods, CLI tools, and Linux.
- Ability to set up software that may be unfamiliar.
- Thoroughness in debugging and documenting issues for other teams.
- Ability to proactively solve complex problems before they affect multiple customers.
- A habit of documenting processes and sharing knowledge.
Apply
About QuickNode
A cloud-based infrastructure company that powers the blockchain ecosystem.
Quicknode is a cloud-based infrastructure company that powers the blockchain ecosystem. The Quicknode team has over 110 people maintaining high performance global data infrastructure for amazing customers serving billions of requests daily. We are a global remote company with offices in Fort Lauderdale, FL and Lisbon, Portugal.
Mission
To be the indispensable utility that empowers companies and innovators globally to build next-generation, Web3 enabled businesses & applications using blockchain technology.
Key facts
- over 110 people
- Fort Lauderdale, FL and Lisbon, Portugal
- Cloud-based blockchain infrastructure
- Backed by Tiger Global, Y Combinator, SoftBank, and the Seven Seven Six Fund
- Network services more than 10 billion requests per month
- Global remote company with offices in Fort Lauderdale, FL and Lisbon, Portugal