Technical Support Engineer (Community, Remote)

About the Company

One of the fastest-growing and most trusted companies in blockchain security, CertiK is a true market leader. To date, CertiK has worked with over 3,200 Enterprise clients, secured over $310 billion worth of digital assets, and has detected over 60,000 vulnerabilities in blockchain code. Our clients include leading projects such as Aave, Polygon, Binance Smart Chain, Terra, Yearn, and Chiliz. Investors = Insight Partners, Sequoia, Tiger Global, Coatue Management, Lightspeed, Advent International, SoftBank, Hillhouse Capital, Goldman Sachs, Coinbase Ventures, Binance, Shunwei Capital, IDG Capital, Wing, Legend Star, Danhua Capital, and other investors.

About the role

Our customer base is growing fast along with the features we are adding to support them. As a result, we have more questions, feedback, and tickets coming in than ever before. As we have just launched our Discord/Telegram channel, we need a customer support specialist who can answer both new and old clients' questions. In this role, you’ll be on the front lines introducing our latest products and features to our clients. As a customer support specialist, you’ll be the customer’s first point of contact as they encounter roadblocks. Because we are constantly adding new features to the existing stack, you are expected to have a keen knowledge of our latest products and be able to provide personalized instructions to customers via email, phone, social media channels, and live chat.  You will act as the first point of contact for customers, solve the most common problems users may have, and gather all the necessary information before escalating to the higher support levels.

Requirements

• 1+ years of experience in a customer support role
• A broad technical background and enjoy learning new technologies;
• Capable of explaining complex ideas in plain language;
• Professional live chat/phone call etiquette
• Take ownership of clients’ support questions/issues;
• Excellent communication skills in English;
• Understanding of Ethereum, and blockchain on an intermediate level;
• Knowledge of smart contracts;
• Bonus points for speaking other languages, particularly Mandarin.

Responsibilities

• Hands-on support activities.
• Act as an escalation point for customer complaints/concerns about the products and service she/he is engaged with.
• As part of a global support team, working on establishing operational protocols and standards.
• Research questions using available information resources and advise users on appropriate action.
• Working on creating the knowledge Base Articles/FAQ for our community.

Bonus Points

• Knowledge of token economics, crypto sphere understanding, DeFi.
• Knowledge of at least one of the following languages: Java, Python, TypeScript/Javascript, Bourne Shell.

About you 

You are fascinated by security and red teaming. The idea of studying the past attacks excites you. You can go all the way down to the byte code to understand how an attack works. You are not afraid of juggling a large codebase or byte code to unravel the mystery behind anonymous malicious actors.  We are seeking a detail-oriented, thorough, and organized candidate to join our growing team. You’ll require excellent communication, problem-solving, and interpersonal skills, along with patience, and a customer-friendly attitude. You are intrigued by the blockchain world and always want to know more about it, or to keep up with the latest development. You are interested in developing your understanding of this field and its security. You are committed to developing familiarity with this community to the extent that you can find most of the information you need from proprietary data sources or OSINT.  #blockchain #startups #hiring

Compensation

Target annual salary for this role performed in the US is $40,000 - $80,000. The exact compensation at which this job is filled will be determined by the skills and experience of qualified candidates. CertiK is proud to offer medical, vision, and dental insurance, 401(k) plan with company matching, life and accidental death and dismemberment insurance, HSA (with high deductible plan), FSA, and other benefits to all full-time employees, along with flexible paid time off and holidays.  In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. CertiK is proud to be an equal opportunity employer. We will not discriminate against any applicant or employee on the basis of age, race, color, creed, religion, sex, sexual orientation, gender, gender identity or expression, medical condition, national origin, ancestry, citizenship, marital status or civil partnership/union status, physical or mental disability, pregnancy, childbirth, genetic information, military and veteran status, or any other basis prohibited by applicable federal, state or local law. CertiK will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements. https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf All CertiK employees are expected to actively support diversity on their teams, and in the Company.