Sr Customer Support Representative

About Entangle:

Entangle envisions a crypto ecosystem where data and assets flow freely and seamlessly across both Web2 and Web3. It's Omnichain Made Easy. We are dedicated to developing B2B solutions with custom universal data feeds and cross-chain messaging solutions optimized for developers' needs.

Position: Sr Support Representative

We are seeking an experienced support representative with independent problem-solving capabilities and a keen interest in becoming an expert in Entangle blockchain technologies. The candidate will collaborate closely with Product and Business Development (BD) teams, as well as internal and external Engineering teams, on various products. Your work will ensure that the Customer Success team meets all its commitments and has the knowledge and capabilities to deliver best-in-class support to our customers.

As one of the first members of the Entangle Support team, you will provide support for Entangle's core products. Expect to handle a variety of support requests, ranging from answering simple questions to troubleshooting complex on-chain issues, including those from dApp end-users and Entangle Validators and Transmitter Agents. You need to be comfortable with key concepts of Cross-chain/Omnichain, Liquid Staking, and Bridging, and be adept at reproducing issues while working closely with the engineering and product teams to relay user feedback and ensure continuous improvement of Entangle.

Key Responsibilities:

1. Respond to technical customer requests in accordance with our SLAs and own them until resolution.
2. Provide valuable customer feedback to the product team and identify opportunities for product improvements or solutions to common issues.
3. Proactively identify, develop, and maintain support knowledge documentation.
4. Help update FAQ to keep any issues that arise in the ticketing funnel through to discord moderators.
5. Help build a global support team by establishing operational protocols and standards.
6. Work in an on-call environment.

Requirements:

1. Some courses in Computer Science or equivalent experience troubleshooting technology-related issues.
2. Experience in the blockchain ecosystem.
3. Experience with help desk ticketing platforms such as Intercom or Zendesk.
4. Excellent problem-solving and analytical skills.
5. Ability to work independently and within teams.
6. Excellent empathy, active listening, and resiliency skills.
7. Strong organizational and time management skills.
8. Ability to effectively manage multiple diverse and complex problems simultaneously.
9. Exceptional client-facing and customer service skills, including relationship building/management and verbal communication.
10. DeFi knowledge preferred.
11. Familiarity with GitHub, JIRA, Confluence, and other similar programs is a plus.

What We Offer:

1. An exciting and growing international start-up with ambitious goals in a revolutionary, multi-billion dollar industry.
2. Attractive compensation plus token allocations.
3. Remote work in a timezone that corresponds well with UAE or Indochina time.
4. Paid vacation and public holidays.
5. Opportunity to work closely with the founding team and have your voice heard.
6. Compensation paid in USDT.