Associate Customer Support Engineer, Figment

• 2+ years of experience in technical support, DevOps, or backend engineering
• Understanding of blockchain fundamentals (e.g., consensus algorithms, smart contracts, nodes)
• Experience with Ethereum, Bitcoin, or other blockchain platforms (e.g., Solana, Polkadot, Cosmos)
• Ability to work across time zones and participate in on-call rotations
• Excellent problem-solving and communication skills

Desirable

• We are seeking a detail-oriented and technically proficient Support Engineer to join our team
• In this role, you will serve as the frontline customer support for our blockchain infrastructure, products, and services
• You'll work closely with developers, engineers, protocol teams, finance, at al
• And interface with end-users to resolve their requests on technical and other issues, and to enhance the customer experience
• This is a full-time position that requires flexibility across time zones, as you'll be supporting our global infrastructure and customer base
• This role is unique because it combines technical blockchain expertise with customer-facing support skills, making it perfect for someone who enjoys both solving complex technical challenges and helping others succeed
• Educate and assist customers and partners with blockchain product usage and best practices
• Provide technical support and troubleshooting for blockchain platforms, APIs, and integrations
• Collaborate with internal teams to escalate and resolve complex technical problems
• Maintain technical documentation, knowledge base articles, and standard operating procedures
• Participate in incident response and post-mortem reviews for blockchain system outages
• Suggest product improvements based on recurring support trends and customer feedback
• Technologies we use:
• Blockchain platforms: Ethereum, Bitcoin, Solana, Polkadot, Cosmos
• Support and project management tools: Zendesk, Slack, Jira, Notion
• In addition to collaborating with other Customer Support team members, this role will collaborate most often with our DevOps, Customer Success and Product teams

• During your first Recruiter Call, you will be provided with more information about Figment, the position and what to expect for the rest of the interview process. Please be prepared to discuss why you are interested in joining Figment and what excites you about the position and company
• As we go through the process, we work to make sure that you hear back from us in a timely fashion. If we decide at any point that we’re unfortunately not moving forward, we will give you feedback on why it was not a fit
• We aim for the entire process to take around 2-4 weeks from initial screen to offer. There can be exceptions on either side of the bell curve here, but as a rule, that’s the time-frame you can expect