Technical Support Engineer

Summary

Join Kiln, a leading enterprise-grade rewards platform, as a Technical Support Engineer and become the highest level of technical escalation for US customers. Contribute to the continuous improvement of Kiln's engineering and customer support practices. Collaborate closely with local Sales and Customer teams, as well as Europe-based Engineering and Product teams. This role offers a competitive salary and equity, along with flexible remote work options and a significant personal development budget. Kiln is part of the prestigious French Government program #FT120 from La French Tech. The company serves over 140 leading customers and has a strong presence in the Ethereum network.

Requirements

• 5+ years of technical customer support experience in a B2B software company — including customer onboarding, troubleshooting, and user training
• 1+ year of experience in web3, blockchain, and cryptocurrency — with solid understanding of protocols, staking, and DeFi
• 1+ year of professional experience with SQL (Postgresql or other)
• Proven experience with API troubleshooting , software implementation, testing, and deployment processes
• Strong ability to prioritize and resolve support tickets effectively
• Strong problem solving ability (debugging)
• Outstanding communication skills across all channels
• Native or business-level English proficiency

Responsibilities

• Address client inquiries related to staking, troubleshoot any issues they may encounter, and guide them through the resolution process
• Help identifying issues by interacting with our stack and data platform, raise in-depth tickets to help guide engineers to fast resolution
• Help business clients understand the staking process, available options, and how to use the company's staking services effectively
• 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
• Experience with incident management tooling like Incident.io
• Experience with observability tools (Grafana, DataDog, NewRelic or equivalent)
• Experience with programming in Go, PHP, Typescript or equivalent
• Personal experience with staking cryptocurrency

Benefits

• A fast-paced, no bureaucratic work environment
• Equity share options in the business: if Kiln succeeds, we all succeed!
• Competitive salary
• Flexible holiday
• Flexible remote working
• Internet connection paid up to €50/month
• Significant personal development and tech conf budget