Product Support Specialist

Summary

Join Offchain Labs' Product Support team and play a critical role in providing world-class support to users, partners, and developers within the Arbitrum ecosystem. You will manage incoming support requests, triage and resolve inquiries, collaborate with cross-functional teams, maintain internal documentation, identify support trends, and assist in onboarding new team members. This role requires experience in technical customer support, strong communication skills, a passion for blockchain technology, and the ability to work effectively in a fast-paced environment. Offchain Labs offers a remote-first work environment and various benefits, including professional development opportunities, health insurance, retirement plans, and wellness stipends. The company is committed to fostering a diverse and inclusive workplace.

Requirements

• Experience: 3-5 years in a Technical Customer Support role, or closely related capacity
• A highly organized and detail-oriented individual who thrives in a fast-paced environment
• Excellent written and verbal communicator, capable of breaking down technical concepts for both engineers and non-technical users
• Passionate about blockchain, Ethereum, and scaling solutions like Arbitrum, with a fundamental understanding of bridging, wallets, and aggregator logic
• Comfortable working cross-functionally with Product, Engineering, and Partnerships teams to ensure seamless support workflows
• Experienced in handling support queries, documenting processes, and building a structured approach to technical issue resolution
• Able to track multiple tickets, maintain visibility on escalations, and ensure that no issue goes unresolved
• Strong analytical skills with the ability to identify patterns in support inquiries and proactively recommend product improvements

Responsibilities

• Own and manage incoming support requests
• Serve as the first point of contact for tickets related to in-house products
• Triage, respond to, and resolve inquiries whenever possible, escalating when necessary
• Work closely with cross-functional teams to ensure escalations contain all required information to minimize back-and-forth
• Maintain and improve internal support documentation to reduce redundant inquiries
• Identify trends in support tickets and proactively surface insights to the Product team to improve UX
• Assist in onboarding additional Product Support team members as the function scales

Benefits

• Remote-first global workforce
• Annual company offsite + team onsites
• Professional reimbursement program (facilitates industry conference attendance, certifications, and more)
• Medical, dental & vision coverage (US + some other countries)
• 401k retirement plan + company match (US only)
• Wellness stipend
• Home office set up / ergonomic equipment program