bloXroute Labs is hiring a
Support Escalation Engineer

Summary

bloXroute is seeking an experienced Support Escalation Engineer to address and resolve complex technical issues escalated from the first level of support. The role involves close collaboration with engineering teams to diagnose and troubleshoot software issues, and the candidate should have a strong background in various programming languages and blockchain technology.

Requirements

• 5+ years Experience in software development, with a strong background in technologies such as Golang, Python, C/C++, Assembly, JavaScript/TypeScript, Java/Kotlin, Solidity, Rust, and Elixir
• Expertise in information security and privacy, cryptography, blockchain technology, digital forensic analysis, reverse engineering, and security audits
• Proven track record of successful problem-solving and technical troubleshooting
• Excellent communication skills with fluency in English
• Ability to work collaboratively in a fast-paced, team-oriented environment
• Bachelor’s degree in Computer Science or related field

Responsibilities

• Serve as the point of escalation for complex technical issues, providing advanced troubleshooting support to resolve customer problems
• Collaborate with Engineering, Product, and other teams to identify, prioritize, and resolve product or service issues
• Analyze patterns of customer issues and contribute to root cause analyses to improve product quality and the customer experience
• Document solutions and create support materials to enhance customer and internal teams’ knowledge base
• Drive product improvements by providing feedback to engineering teams and product management, based on customer experiences and challenges

Benefits

BloXroute Labs offers competitive salaries, stock options, healthcare benefits, 401k plan with an employer match, flexible PTO, and remote work