Technical Support Engineer New Remote, Seattle, Washington, United States

$125,000 - $160,000/Yr

Tbwa Chiat/Day - Seattle, WA

Full-time - Mid Level

Seattle, WA

About the position

As the first Technical Support Engineer at EigenLabs, you will play a crucial role in supporting a diverse customer base within the EigenLayer ecosystem. This position serves as a vital link between innovative blockchain technology and the needs of the community, focusing on providing rapid and effective solutions to enhance the experience of dApp users, developers, and business partners.

Responsibilities

• Diagnose and troubleshoot issues across Eigen Layer, Etherscan, and dApps, leveraging a strong understanding of their functional integration.
• Provide specialized support for Native Restakers, assisting with validator-related issues such as slashing, exiting, and new validator setup.
• Proactively manage customer relationships through regular check-ins, follow-ups, and ensuring timely resolution of issues.
• Utilize and update the existing Runbook and documentation to streamline support processes and maintain knowledge continuity.
• Navigate the support stack and builder community spaces (Linear, Discord, Intercom, and Telegram) to manage tickets/requests, focusing on transitioning inquiries to Intercom for efficient handling.

Requirements

• Demonstrated experience in a technical support role, specifically in diagnosing blockchain-related issues.
• Strong knowledge of blockchain concepts relevant to validators and decentralized applications, including experience with Etherscan and dApp diagnostics.
• Experience deploying and maintaining technical environments built with Rust, NodeJS, Foundry, Anvil Docker, Typescript, and/or Solidity.
• Proactive problem-solving abilities with a customer-first approach to managing support cases and commitment to timely follow-ups.
• Excellent communication skills with experience providing high-touch support across platforms (Discord, Intercom, Telegram).

Nice-to-haves

• Experience supporting validator setups and maintenance within a blockchain environment.
• Knowledge of EL Hyperobject or willingness to ramp up in this area.
• Hands-on experience with decentralized applications or blockchain industry experience.

Benefits

• Employer-covered Medical, Dental, and Vision plans.
• 401k.
• Unlimited Paid Time Off.
• 12 weeks of fully paid maternity and paternity leave.