Product Support Engineer

Summary

Join Kiln as a Product Support Engineer and cultivate relationships with American customers, collaborating with the GTM team and European Product team. Ensure successful integration of API-first products, focusing on improving customer staking activities. Responsibilities include onboarding and training clients on staking processes, providing technical support and troubleshooting, communicating platform updates, and maintaining a comprehensive knowledge base. You will need 3+ years of B2B technical support experience, API troubleshooting expertise, and 1+ year of web3 experience. Strong communication skills and proficiency in English are essential. Kiln offers a fast-paced environment, equity share options, competitive salary, flexible work arrangements, 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
• Experience with Postman or another API testing tool
• 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
• Fluent (written and spoken) in English

Responsibilities

• Onboarding and training: Help business clients understand the staking process, available options, and how to use Kiln's 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 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
• Fluency in Spanish and/or Portuguese
• 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