Technical Support Manager

Summary

Join bloXroute as an experienced Technical Support Manager to lead and mentor a team of engineers, ensuring exceptional user support. You will manage support downtime, product issues, and communicate status updates. This remote, US-based position requires managing support tools, establishing workflows, and escalating technical solutions to engineering. You will also provide regular performance reports, conduct research to improve software, and understand user goals to help them succeed with bloXroute solutions. The role demands strong communication and problem-solving skills.

Requirements

• 5+ years of experience as a Technical Support Manager or relevant experience
• Proven management skills with the ability to motive, coach and develop a high-performing team
• Understanding of ETH (EVM) or Solana blockchain networks
• Experience with using web3 (like web3py, web3js) clients to query blockchain data
• Understanding of blockchain nodes and p2p networks
• Experience with managing large amount of users via social networks
• Excellent communication skills, with the ability to build rapport and trust with users
• Proven problem solving skills with a proactive approach

Responsibilities

• Lead and mentor the technical support team by defining responsibilities and procedures
• Assess, select and implement new customer support tools to enhance team efficiency to align with bloXroute products
• Continuously improve the technical support processes to enhance team efficiency and deliver an exceptional experience
• Establish clear workflows, SLAs (Service Level Agreements), and escalation protocols
• Manage and escalate technical solutions to Engineering teams to resolve all concerns and communicate to users in a timely manner
• Ensure the team has clear documentation of technical issues, solutions and feedback
• Maintain a deep understanding of all products and services to effectively guide and support the team
• Guide new users, blockchains, miners and businesses through the onboarding process ensuring they are fully able to use products and services
• Provide regular reports on key performance indicators such as resolution times, user satisfaction and team productivity
• Conduct research to improve software and utilize data to provide insights and recommended action plans
• Understand users’ goals and objectives, and provide a strategic insight on how to help them achieve their success with bloXroute solutions
• Customize support tools to meet customer needs and team workflows