Product Support Specialist, Ava Labs

• A passion for all things Web3
• Familiarity with JIRA, Confluence, and other similar programs
• Moderate knowledge of Layer1 blockchains and a proficient understanding of web3 technologies
• Ability to create walk-through guides, including the use of screen capture software
• Experience in blockchain community engagement
• An ability to work independently and within teams alike
• Experience with Help Desk ticketing platforms such as Intercom
• Excellent problem-solving and sleuthing skills
• Excellent empathy, active listening, and resiliency skills
• Strong organizational and time management skills
• Able to effectively manage multiple diverse and complex problems at the same time
• Exceptional client-facing and customer service skills including relationship building/management and verbal communications

Desirable

• Ava Labs is looking for a Full-Time Product Support Specialist to be an integral part of the Product Support Team
• This individual will be the first line of contact for all public-facing requests to provide accountability and excellent service to all community members
• The main function will be to answer technical questions from users who need help using our wallet, Core, and those who are building on and interacting with the Avalanche ecosystem and products
• Provide end-user support through a Help Desk ticketing system and other social channels such as Discord, Reddit, and X. This includes issues/questions regarding Avalanche platform and products (Core, Interoperability solutions, Explorers, etc.), Avalanche L1s, blockchain transactions, and other 3rd party crypto services, products, and coins/tokens that interact with the Avalanche Network
• Write and maintain a vast library of visual and written how-to guides, informative articles, and other support content regarding the Avalanche ecosystem and the Core suite to facilitate self-support for end users
• Report user feedback, suggestions, and trends occurring for users to appropriate teams and escalate more complex issues to PMs, Developer Relations, or Platform Engineers as needed
• Collaborate with other Product Support team members in providing internal teams and external users with exceptional customer support and serve as a subject matter expert
• Testing, documenting, and reporting bugs in Avalanche products and related software/hardware (Core Suite, Explorer, Ledger wallet, etc)
• Attend department-wide meetings to share end user feedback and bug reports to the appropriate teams for triage and resolution
• Other duties as assigned