Poolside
Poolside is an accelerator specifically designed for web3 founders and builders. It provides support for projects in decentralized finance, gaming, governance, infrastructure, and NFTs. With a robust ecosystem of 20,000 members, including mentors, investors, and web3 builders, Poolside has co-launched and supported over 110 projects. The accelerator offers unique access to mentorship and technical expertise to help web3 projects scale and achieve successful launches. Poolside also engages with leading companies and protocols to drive growth and innovation in the web3 space.
Blockchain • Accelerator • Incubator • Hub • Fundraising
Technical Support Engineer
February 22
Poolside
Poolside is an accelerator specifically designed for web3 founders and builders. It provides support for projects in decentralized finance, gaming, governance, infrastructure, and NFTs. With a robust ecosystem of 20,000 members, including mentors, investors, and web3 builders, Poolside has co-launched and supported over 110 projects. The accelerator offers unique access to mentorship and technical expertise to help web3 projects scale and achieve successful launches. Poolside also engages with leading companies and protocols to drive growth and innovation in the web3 space.
Blockchain • Accelerator • Incubator • Hub • Fundraising
📋 Description
• You will be the first point of contact for customers experiencing technical issues with our product. • You will troubleshoot, diagnose, and resolve technical problems. • Problems will range from issues in our SaaS offer to air-gapped on-prem deployments. • This role requires strong problem-solving skills, technical expertise, and the ability to reach conclusions with minimum information. • You'll be customer-obsessed and bridge customers and engineers to identify and solve any issue blocking the customer. • You'll need to create documentation, runbooks, and tools to help our support team scale efficiently. • You'll be pivotal in promoting timely and professional technical support via email, chat, and phone.
🎯 Requirements
• Lead the troubleshooting and resolution of complex software and infrastructure issues, including API integrations, system configurations, and performance problems. • Excellent written and verbal communication skills to engage with customers and to create and maintain comprehensive documentation for troubleshooting. • Escalate complex issues to engineering teams and work closely with developers to resolve customer concerns. • Maintain detailed records of support interactions in our ticketing system. • Strong knowledge of AWS (or equivalent), Kubernetes, Linux, and Networking. • Knowledge of monitoring and alerting tools (Grafana, Prometheus, Datadog). • Ability to work independently, prioritize tasks, and manage time effectively. • Experience with support ticketing systems (e.g., Zendesk, Freshdesk, Jira) and remote troubleshooting tools. • Previous experience in on-prem installations is a plus.
🏖️ Benefits
• Fully remote work & flexible hours • 37 days/year of vacation & holidays • Health insurance allowance for you and dependents • Company-provided equipment • Wellbeing, always-be-learning and home office allowances • Frequent team get togethers • Great diverse & inclusive people-first culture
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