Technical Customer Support Specialist, Nym
U.S Time Zone
Privacy infrastructure to prevent data leakage
Be an early applicant
Privacy infrastructure to prevent data leakage
21-100 employees
Be an early applicant
21-100 employees
Company mission
To enable digital privacy for all humanity.
Role
Who you are
- Hands-on experience with Zendesk and JIRA—you know how to manage tickets efficiently. A technical mindset—you can diagnose issues, read logs, and do basic debugging
- Passion for privacy, security, and decentralised tech
- Exceptional empathy and communication skills—you love helping people
- Ability to work independently in a small team with minimal supervision
- Prior experience in technical support, customer service, or a related role
- Strong troubleshooting skills in VPNs, networking, and privacy tools
- Comfort working in a fast-moving startup environment
Desirable
- Familiarity with Linux, macOS, Windows networking, and VPN protocols
- Experience working in Web3, blockchain, or open-source projects
- Ability to contribute to automated support solutions (chatbots, FAQs, etc.)
What the job involves
- Nym has launched its flagship B2C product, NymVPN, and seeks a dynamic Technical Customer Support Specialist, to assist in making Nym's customer support truly world-class
- This role is key to establishing trust amongst users, focusing on innovative CX strategies and effective customer retention
- Provide responsive, top-tier support for Nym’s VPN users via Zendesk and other channels
- Troubleshoot and resolve technical issues, including basic debugging
- Act as the bridge between users and engineers, ensuring efficient issue resolution
- Maintain and improve our knowledge base and support docs
- Optimize Zendesk workflows, macros, and automation to improve response times
- Help shape support processes, ensuring smooth operations in a small, agile team
- Advocate for privacy, security, and decentralised technology in every interaction
- Stay up-to-date on Nym’s technology and updates to proactively assist users
- In your first month, you might: Dive deep into Nym’s VPN product, understanding its architecture and privacy features
- Handle first-line debugging, identifying and resolving low-level technical issues
- Provide empathetic, high-quality customer support, ensuring users feel heard and valued
- Write and refine support documentation to help users troubleshoot independently
- Work closely with engineering to escalate complex technical issues
- Engage with the Nym community, advocating for privacy and decentralised tech
Salary benchmarks
Our take
Privacy was not a priority when the internet's core infrastructure was originally built. Now, however, internet privacy has been a matter of growing importance and there is much opportunity for B2B and consumer-facing privacy tech.
Nym aims to end the era of surveillance capitalism by creating an open-source, decentralized, and permissionless privacy system. Unlike other options that enhance privacy on the network level like VPNs, Tor, and I2P, Nym uses its proprietary technology based on mixnet, private credentials, and incentives to obscure metadata tracking at a network level and thus guarantee against data leakage.
Nym’s platform has a potentially wide range of use cases — not all of them in crypto. It could, for example, be used by messaging app Signal to scramble packets connected to communication. The company is setting out to become the best technology for securing web browsing and in line with this vision, it will use its recent investment to issue grants to developers and incentivize them to build on top of Nym's decentralized infrastructure.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 4 rounds)
Feb 2024
$0.2m
GRANT
Nov 2021
$13m
SERIES A
Total funding: $21.7m
Company benefits
- IT Infrastructure: We strive for excellence on a daily basis, your hardware shouldn't hold you back
- Generous Annual Leave Allowance: We are actively anti-burnout at Nym
- Market Leading Compensation: We want everyone to be able to afford to live the life they want outside of work
- Fully Remote/Flexi Working: Work when you want, how you want as long as key deadlines are hit
Company HQ
Neuchâtel, NE
Leadership
Harry Halpin
(CEO)Previously Project Co-ordinator at Inria, and Senior Research Scientist at Massachusetts Institute of Technology.
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