Technical Support Manager (Web3/Blockchain)

• Web3/Crypto Expertise: Solid understanding of how blockchains work (EVM-compatible and others), including gas fees, RPC, smart contracts, and decentralized wallets.

• Technical Background: Ability to read logs, familiarity with REST APIs and JSON, and basic SQL knowledge. Experience using blockchain explorers (Etherscan, etc.).

• Language Skills: English level Upper-Intermediate (B2) or higher (both written and verbal) for communicating with international partners.

• Resilience: Ability to stay calm and think clearly during high-pressure incidents or heavy workloads.

• IT Support Experience: 4+ years in technical support, ideally within Blockchain domain

Key Responsibilities:

• Technical Support & Troubleshooting: Promptly handle inquiries from B2B clients and partners via ticketing systems (Pylon & Jira), Telegram, and Slack. Analyze complex issues together with the support technical team related to transactions, API/SDK integrations, smart contracts, etc.

• Infrastructure Monitoring: Proactively monitor the health of blockchain nodes, RPC endpoints, and core infrastructure using tools like Grafana and Datadog to identify and mitigate issues before they impact users.

• Team Management & Leadership: Oversee the support team, providing mentorship, performance reviews, and professional development.

• Scheduling & On-Call Coordination: Manage the global support schedule and organize a 24/7 on-call rotation to ensure seamless coverage for critical incident response.

• Incident Management & Reporting: Lead the communication during critical incidents. Compile weekly reports summarizing support KPIs, recurring issues, and detailed Root Cause Analysis (RCA) for all major incidents.