Technical Support Engineer - Remote

  • Unstoppable Domains
  • Remote (United States)
  • Jun 08, 2021
Full time Customer Service Engineering Information Technology

Job Description

Unstoppable Domains is looking for a Technical Support Engineer who is passionate about providing industry-leading support to our customers. In this role, you will be responsible for diagnosing and troubleshooting customer concerns escalated by our Community Managers.

You are:

  • A self-starter with impeccable time management skills
  • Solution-oriented with high user empathy
  • Able to methodically prioritize competing business needs
  • Passionate about going above and beyond to support our customers and internal collaborators
  • Familiar with cryptocurrency and blockchain technology

Responsibilities:

  • Handle technical support cases through our ticketing system
  • Contribute to our internal and external knowledge bases
  • Identify and troubleshoot issues within our platform and make recommendations for improvements
  • Properly escalate unresolved issues to internal stakeholders
  • Provide prompt and accurate feedback to customers
  • Collaborate with Engineering, Community and Marketing team members on product improvements
  • Ensure all issues and resolutions are properly documented
  • Prioritize and manage several complex issues at a time

Requirements:

Must have:

  • 3+ years of experience as a Technical Support Engineer, IT Help Desk Technician or another similar role
  • 2+ years of customer support experience
  • Basic scripting and programming experience (preferably Javascript or Typescript)
  • Familiarity with RDBMS like Postgresql/MySQL and ORM
  • Familiarity with blockchain technology and cryptocurrency
  • Excellent communication, prioritization and problem solving skills
  • Bachelor’s degree in Information Technology, Computer Science, another relevant field, or equivalent experience
  • Hands-on experience with Windows/Linux/Mac OS environments
  • Ability to diagnose and troubleshoot complex technical issues
  • Familiarity with help desk software (eg. FreshChat, Zendesk, Salesforce)

Nice to have:

  • Familiarity with blockchain technology and cryptocurrency
  • Has worked with WEB3 wallets
  • Any experience with React.