Product Support Specialist (Europe/Asia)

March 11, 2023
Offerd Salary:$97,200 to $124,650
Working address:N/A
Contract Type:Other
Working Time:Negotigation
Working type:N/A
Ref info:N/A

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Want to be a part of the fastest-growing blockchain company? Ava Labs makes it simple to launch applications using Avalanche, the fastest and most scalable smart contract platform.Founded by the creators of Avalanche, Ava Labs strives to digitize every asset in the world. In addition to building Avalanche and other tools to support the ecosystem, we offer expertise to ensure that all individuals and organizations can seamlessly use Avalanche and its vibrant app ecosystem. Join us as we empower people to easily and freely digitize all the world's assets on one open, programmable blockchain platform

Ava Labs is looking for a Product Support Specialist to be an integral part of the Product Support Team. This individual will be the first line of contact for all public facing requests to provide accountability and excellent service to all members of the community. The main function will be to answer technical questions from developers and users that are having issues building on and interacting with the Avalanche ecosystem and products.

  • Support end user and developer issues through Intercom (Helpdesk) and other social channels such as Discord. This includes issues/questions regarding Nodes, Subnets, blockchain transactions, Avalanche platform and products (Core, Bridge, Explorer etc…), and other 3rd party crypto services, products, and coins/tokens that interact with the Avalanche Network
  • Troubleshoot issues developers face when building on Avalanche network
  • Write, edit, and maintain a vast library of how-to guides, informative articles, and other support documents regarding the Avalanche ecosystem to facilitate self-support for as many requests as possible and preserve engineering resources
  • Help maintain Github to update developer docs
  • Create walk through guides using screen-capture software
  • Report user feedback, suggestions, and trends occurring for users to appropriate team and escalating more complex issues to Engineers as needed
  • Collaborate with other Product Support Team members in providing internal teams and external users with exceptional customer support and serve as an subject matter expert.
  • Testing, documenting, and reporting bugs in Avalanche products and related software/hardware.
  • Provide feedback loops to the Product Team using Product Board to capture and rank feature requests.
  • A passion for all things web3
  • Familiarity with Github, JIRA, Confluence, and other similar programs
  • Extensive knowledge of Layer1 blockchains and a proficient understanding of web3 technologies
  • Golang and/or Javascript competency
  • Ability to create walk through guides, including the use of screen capture software.
  • Experience in blockchain community engagement
  • An ability to work independently and within teams alike
  • Experience with helpdesk ticketing platform such as Intercom
  • Excellent problem-solving and sleuthing skills
  • Excellent empathy, active listening, and resiliency skills
  • Strong organizational and time management skills
  • Able to effectively manage multiple diverse and complex problems at the same time
  • Exceptional client facing and customer service skills including relationship building/management and verbal communications
  • Salary Range: $97,200 to $124,650

    ( This is not a guarantee of compensation or salary, a final offer amount may vary based on factors including but not limited to experience and geographic location.)

    #LI-Remote #LI-RP1


    Looking to join a world-class blockchain development team? If you've ever thought about joining an early stage Web3 company - this is it! We're a global, world-class team of experts in computer science, economics, finance, marketing, and law with offices in New York City and Miami. We're highly passionate about Web3 and redefining the way people build and use finance and decentralized applications of all kinds. The company received early-stage funding from Andreessen Horowitz, Initialized Capital, and Polychain Capital, with angel investments from Balaji Srinivasan and Naval Ravikant. Join us and be a pioneer in a new technology that will have implications across a range of verticals such as finance, gaming, investing, collectibles, among many others.

    Ava Labs is committed to diversity in the workplace and we're proud to be an Equal Opportunity Employer. We do not hire on basis of race, color, religion, creed, gender, national origin, citizenship, age, disability, veteran status, marital status, pregnancy, parental status, sex, gender expression or identity, sexual orientation, or any other basis protected by local, state or federal law. All employment is decided on the basis of qualifications, merit, and business need.

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