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QuickNode is a cloud-based infrastructure company powering the blockchain ecosystem. The company serves billions of requests daily across a global customer base and is backed by top-tier investors including Tiger Global, Y Combinator, and SoftBank.
As a Technical Support Engineer, you will own and resolve technical support requests ranging from basic product questions to complex Web3, infrastructure, and integration issues. You will triage, reproduce, and debug customer-reported issues using logs, CLI tools, scripting, local proxies, and other troubleshooting methods. A core responsibility is translating recurring customer issues into actionable improvements for Engineering, Infra, Product, and TechOps teams through clear documentation of technical findings, reproduction steps, and recommended next actions.
You will partner closely with cross-functional teams to ensure rapid issue resolution and handle escalations with urgency. You'll create and maintain internal support documentation, runbooks, troubleshooting guides, and customer-facing resources. The role includes building or improving scripts, tooling, and automation to reduce manual support effort and improve time to resolution. You will also manage customer account and billing-related support needs, including refunds and credits in Stripe when appropriate.
Daily responsibilities include participating in support reviews, team handoffs, and support rotations to ensure strong customer coverage. The company expects all engineers to spend time on customer support on a rotating basis to better understand customers. You will be a self-starter who is communication-focused with deep ownership and a team mentality, capable of working without constant supervision to track and reproduce customer issues.
REQUIREMENTS:
- 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: Python, Go, Ruby, or Bash
- Knowledge of core internet protocols (DNS, TCP/SSL, HTTP)
- Familiarity with the Ethereum JSON-RPC specification
- Experience maintaining infrastructure as code using Terraform (Ansible, Salt, Puppet, or Chef 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 unfamiliar software
- Thoroughness in debugging and documenting issues for other teams
- Ability to proactively solve complex problems before they affect multiple customers
- Habit of documenting processes and sharing knowledge
