Associate Customer Support Engineer

Summary

Join Figment, a leading provider of blockchain infrastructure solutions, as a detail-oriented Support Engineer. You will be the primary point of contact for customer support, resolving technical and other issues related to our blockchain infrastructure, products, and services. This full-time role demands flexibility across time zones to support our global customer base. You will collaborate with internal teams, educate customers on best practices, and enhance the overall customer experience. The position requires a blend of technical blockchain expertise and customer-facing skills. Figment offers competitive benefits, a focus on career development, and a collaborative, high-growth environment.

Requirements

• 2+ years of experience in technical support, DevOps, or backend engineering
• Understanding of blockchain fundamentals (e.g., consensus algorithms, smart contracts, nodes)
• Experience with Ethereum, Bitcoin, or other blockchain platforms (e.g., Solana, Polkadot, Cosmos)
• Ability to work across time zones and participate in on-call rotations
• Excellent problem-solving and communication skills

Responsibilities

• Educate and assist customers and partners with blockchain product usage and best practices
• Provide technical support and troubleshooting for blockchain platforms, APIs, and integrations
• Collaborate with internal teams to escalate and resolve complex technical problems
• Maintain technical documentation, knowledge base articles, and standard operating procedures
• Participate in incident response and post-mortem reviews for blockchain system outages
• Suggest product improvements based on recurring support trends and customer feedback

Preferred Qualifications

Experience interacting with Web3 technologies (e.g., wallets, Metamask, DeFi protocols)

Benefits

At Figment, we offer an exciting range of competitive benefits designed to support and empower every member of our team