Technical Support Manager, bloXroute Labs
More information about location
Blockchain distribution network
Job no longer available
Blockchain distribution network
21-100 employees
Job no longer available
More information about location
21-100 employees
Company mission
To empower users on Ethereum, BNB, and Plygon by ensuring they maintain a competitive edge in the ever-evolving landscape of MEV.
Role
Who you are
- 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
What the job involves
- As the Technical Support Manager you will be responsible for managing a team of Technical Support Engineers
- This role will involve working closely with bloXroute users to understand their needs and help them maximize the value of our products and services
- Manage support downtime and product issues, while effectively communicating status updates to users
- 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
Our take
Decentralised finance – global, peer-to-peer, and third-party free – is set to change the way the world banks, but the blockchain technology it depends on is, transactionally, relatively slow. BloXroute aims to combat this issue, opening DeFi up to the masses, with a blockchain distribution network to let users avoid network congestion and receive critical trade information faster.
The peer-to-peer nature of DeFi requires everyone to be connected to everyone else in order to access info on, for example, prices or arbitrage opportunities. BloXroute supplies this connection, by propagating DeFi information quickly, which allows its users to make better trades. The network is blockchain agnostic, supporting a number of networks including Ethereum and Polygon, giving it high utility in the space.
Funding raised by the company can be expected to grow teams and expand business reach, and with the popularity of DeFi ever increasing, BloXroute should have all the room in the market that it needs to grow.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Apr 2022
$70m
SERIES B
Jul 2021
$9.1m
EARLY VC
Total funding: $90.7m
Company HQ
Evanston Township, Evanston, IL
Leadership
Dr. Uri Klarman
(CEO)Former SW Developer in the Speech Core Team, Speech Analytics Group at Verint. Also previously worked as a PV Engineer at Cadence Design Systems.
Eyal Markovich
(COO)Owner of Storage Council. Former VP of Field Engineering at Kaminario. PAs well as previously serving as the President of Total APM Corporation.
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