Product Support Engineer

Summary

Join Kiln, a leading enterprise-grade rewards platform, as a Product Support Engineer and own customer relationships in the Americas. Work closely with the growing GTM team and the Europe-based Product team to ensure successful integration of API-first products and continuous improvement of customer staking/DeFi activities. Responsibilities include onboarding and training clients on staking processes, providing technical support and troubleshooting, communicating platform updates, and maintaining a comprehensive knowledge base. The ideal candidate possesses 2+ years of B2B technical customer support experience, API troubleshooting expertise, and 1+ year of experience in web3, blockchain, and cryptocurrency. Excellent communication skills are essential. Kiln offers a competitive salary, equity share options, flexible holidays and remote work, paid internet, a personal development budget, and overseas tech conference budget.

Requirements

• 2+ 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, or proven personal experience (eg. side project, hackathon...) — 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
• Genuine interest in Web3 , blockchain, cryptocurrency, and smart contracts

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
• Internet connection paid
• Significant personal development budget (books, training)
• Overseas tech conferences budget