Product Support Engineer, Kiln

• 3+ years of technical customer support experience in a B2B software company — including customer onboarding, troubleshooting, and user training
• Proven experience with API troubleshooting, software implementation, testing, and deployment processes
• Experience with Postman or another API testing tool
• Strong ability to prioritize and resolve support tickets effectively
• Outstanding communication skills across all channels
• 1+ year of experience in web3, blockchain, and cryptocurrency — with solid understanding of protocols, staking, and DeFi
• Native English speaker

Desirable

• As a Product Support Engineer, you will own relationships with all our customers based in the Americas (and some prospects) while working closely with a local growing GTM team as well as our Europe-based Product team
• Your objective will be to ensure customers successfully integrate our API-first products and continuously improve their staking activities
• Onboarding and training: Help business clients understand the staking process, available options, and how to use Kiln's staking services effectively
• Technical support: Address client inquiries related to staking, troubleshoot any issues they may encounter, and guide them through the resolution process
• Platform updates and enhancements: Communicate new features, updates, and improvements to the staking platform, ensuring clients understand how these changes may impact their staking activities
• Knowledge base and documentation: Contribute to and maintain a comprehensive knowledge base of staking-related information, including FAQs, guides, and tutorials, to help clients quickly find answers to their questions
• Tools: Slack/Pylon, Notion, Gong, HubSpot, Postman
• Stack: Solidity, Golang, JavaScript/Typescript, API REST, PostgreSQL, AWS/Kubernetes

• Recruiter Interview (45 min)
• Take-home test (< 3 hours)
• Technical Interview (60 min)
• Core Values Interview (45 min)
• Founders Interview (30 min)
• Offer!