Senior Technical Support Engineer

View full description

Requirements:

• 5+ years of experience in technical customer support or a related role.
• Strong problem-solving skills and the ability to work independently.
• Excellent communication skills in English, with the ability to simplify technical concepts.
• Proficiency in scripting languages like JavaScript, Python, or Bash.
• Familiarity with monitoring tools such as Grafana or Prometheus.
• A 'Customer First' mindset and eagerness to learn in a fast-evolving field.

Responsibilities:

• Act as the main point of contact for technical support, triaging and resolving issues with internal teams.
• Develop scalable support processes, tools, and documentation to improve efficiency and satisfaction.
• Define and report key support metrics, providing insights to leadership.
• Provide feedback to the Product team on customer pain points and suggest improvements.
• Serve as a technical liaison between customers and the Engineering team.
• Stay updated on Scroll’s technology and the evolving blockchain landscape.