Technical Support Engineer

Quicknode is a cloud-based infrastructure company that powers the blockchain ecosystem. Our mission is to be the indispensable utility that empowers companies and innovators globally to build next-generation, Web3 enabled businesses & applications using blockchain technology. Quicknode is backed by some of the world's best investors including Tiger Global, Y Combinator, SoftBank, and the Seven Seven Six Fund. The Quicknode team has over 110 people maintaining high performance global data infrastructure for amazing customers serving billions of requests daily. We are a global remote company with offices in Fort Lauderdale, FL and Lisbon, Portugal. THE ROLE As a Technical Support Engineer, you will be working on everything from answering simple support requests from potential customers about our service to setting up a local proxy to debug outgoing Web3 requests. You will be responsible for ensuring that we provide resolutions to customers quickly and, when that is not possible, translating customer hardships into actionable items for our developer team to fix. Our network services more than 10 billion requests per month, so you will be crucial in debugging the core issues customers experience with custom software, off-the-shelf tooling, and more. You won’t be alone because we expect every Engineer to spend time on customer support, on a rotating basis, to understand our customers better. We’re looking for a self-starter who is communication-focused, with a deep sense of ownership and a team mentality, to collaborate on achieving a high-quality customer experience. We’re looking for an individual who does not need constant supervision to track and reproduce customer issues. You can expect to meet daily to review customer issues, task progress, and solution design. WHAT YOU'LL DO - Own and resolve technical support requests from customers, ranging from basic product questions to complex Web3, infrastructure, and integration issues. - Triage, reproduce, and debug customer-reported issues using logs, CLI tools, scripting, local proxies, and other troubleshooting methods. - Clearly document technical findings, reproduction steps, customer impact, and recommended next actions for Engineering, Infra, Product, and TechOps teams. - Translate recurring customer issues into actionable improvements, including bug reports, product feedback, internal tooling needs, and support process updates. - Partner closely with Engineering and other cross-functional teams to ensure customer issues are resolved quickly and escalations are handled with urgency and context. - Create and maintain internal support documentation, runbooks, troubleshooting guides, and customer-facing resources to improve support quality and consistency. - Build or improve scripts, tooling, and automation that reduce manual support effort and improve time to resolution. - Manage customer account and billing-related support needs, including refunds, credits, and charges in Stripe when appropriate. - Participate in daily support reviews, team handoffs, and support rotations to ensure strong customer coverage and shared visibility into active issues. - Help maintain a high-quality customer experience by communicating clearly, taking ownership, and following issues through to resolution. WHAT YOU'LL BRING - 1+ years of experience in a technical support role. - 1+ year of experience in Blockchain, or equivalent personal project experience. - Advanced scripting in more than one of the following languages: Python, Go, Ruby, or Bash. - Knowledge of core internet protocols, including DNS, TCP/SSL, and HTTP. - Familiarity with the Ethereum JSON-RPC specification https://eth.wiki/json-rpc/API. - Experience maintaining infrastructure as code using Terraform and preferably Ansible; experience with Salt, Puppet, or Chef is also acceptable. - Expertise in managing Linux hosts. - Experience with proactive alerting and monitoring technologies. - Experience providing technical customer support using troubleshooting methods, CLI tools, and Linux. - Ability to set up software that may be unfamiliar. - Thoroughness in debugging and documenting issues for other teams. - Ability to proactively solve complex problems before they affect multiple customers. - A habit of documenting processes and sharing knowledge. The Quicknode compensation philosophy includes pillars to ensure fair and unbiased compensation for all employees. To design and deliver total reward offerings that are employee-centric. To offer a competitive benefit package in all locations where we operate. To prioritize attracting and retaining the best talent globally. To maintain a high-performing and flexible way of working. During the hiring process, we are committed to discussing compensation openly and honestly. We encourage candidates to share their salary expectations and requirements early, allowing for an individualized discussion. We know that our total rewards practices impact the lives and wellbeing of our employees. Therefore, we will never stop learning about the market, our business, your needs, and how best to achieve our goals through thoughtful and data-driven practices. If you have any questions or require further information about the compensation for this position, please don't hesitate to reach out to your Recruiter. We at Quicknode are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.