Product Support Engineer

Summary

Join Kiln as a Product Support Engineer and build relationships with US customers, collaborating with the Customer Success Manager, Solution Engineer, Sales Directors, and the Europe-based Product team. Your focus will be on ensuring successful integration of our API-first products and continuous improvement of customer staking activities. You will provide onboarding and training, technical support, communicate platform updates, and contribute to our knowledge base. This role requires 3+ years of B2B technical support experience, API troubleshooting expertise, and a strong understanding of web3, blockchain, and cryptocurrency. Kiln offers a fast-paced, remote-friendly environment with competitive salary, flexible holidays, equity share options, and a significant personal development budget.

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

Responsibilities

• Help business clients understand the staking process, available options, and how to use the company's staking services effectively
• Address client inquiries related to staking, troubleshoot any issues they may encounter, and guide them through the resolution process
• Communicate new features, updates, and improvements to the staking platform, ensuring clients understand how these changes may impact their staking activities
• Contribute to and maintain a comprehensive knowledge base of staking-related information, including FAQs, guides, and tutorials, to help clients quickly find answers to their questions

Preferred Qualifications

• Experience working in a fast-growing startup
• Experience with Postman or another API testing tool
• Fluency in Spanish
• Personal experience with staking cryptocurrency

Benefits

• A fast-paced, bureaucracy-free 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