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
• Fluent (written and spoken) in English

Desirable

• As a Product Support Engineer, you will own relationships with our customers based in the EMEA (and some prospects) while working closely with the GTM team as well as the Product and Engineer teams
• 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!