Technical Support Engineer

Summary

Join Nova Labs, the creators of Helium Mobile, as a Technical Support Engineer! This remote, full-time role requires 4+ years of experience in technical support and a strong understanding of Linux, networking, and authentication. You will handle complex technical escalations, work directly with customers, and collaborate with other support teams. The ideal candidate possesses expertise in troubleshooting, automation, data analysis, and blockchain technologies. Nova Labs offers a comprehensive benefits package including 100% covered health insurance, flexible time off, a wellness stipend, and retirement plans. Opportunities for professional development are also available.

Requirements

• 4+ years of relevant technical and support experience
• Strong understanding of Linux system administration, networking, and authentication models
• Proven proficiency in debugging using Superset, Grafana, Sentry, syslog, journalctl
• Experience utilizing DevOps/Kubernetes practices for diagnosing system health
• Familiarity with blockchain technologies, troubleshooting methodologies, SQL, and data analysis

Responsibilities

• Diagnose and resolve advanced technical issues escalated from L1 and L2 support teams
• Work directly with customers when necessary to provide expert-level troubleshooting and resolution
• Monitor and optimize system performance, troubleshoot OS-level issues, and enforce security best practices
• Troubleshoot complex routing, switching, VPN, firewall, and authentication issues
• Provide insights on TCP/UDP, DNS, MQTT, EAP methods, and WiFi connectivity
• Assist in troubleshooting decentralized networks (e.g., Helium), understand tokenomics, and interpret consensus mechanisms
• Read and analyze code in JavaScript, Go, and Rust to troubleshoot application issues and write scripts for automation when needed
• Utilize tools like Superset, Grafana, Sentry, syslog, journalctl, and basic DevOps/Kubernetes practices for diagnosing system health
• Write efficient queries for large datasets, analyze system performance, and extract insights for optimization
• Troubleshoot EAP-TLS/EAP-AKA authentication, RADIUS/RADSEC, and federated authentication models
• Work closely with L1/L2 support analysts, sharing knowledge and providing guidance with kindness and patience
• Identify recurring issues, propose process improvements, and develop internal documentation

Preferred Qualifications

• Based in a US state that observes Eastern Standard Time
• Bilingual in English and Spanish

Benefits

• Remote-First: Work from wherever your heart desires within the US. We offer a supportive and innovative remote-first work environment, with regular in person team meetups
• Comprehensive benefits package: 100% covered premiums (medical, dental, vision) for you and yours, plus flexible time off, wellness stipend and retirement plans
• Opportunities for professional development