Metaco is hiring a

Web3 Senior Support Engineer

THE WORK:

We are seeking a Senior Support Engineer to join the QA and Support team in India

The ideal candidate will be responsible for providing top-tier technical assistance to our clients, offering guidance on using our software, and using their expertise in API integration and scripting to assist client into their technical queries. As a key member of our support team, the Senior Support Engineer will play an essential role in ensuring our clients satisfaction.

WHAT YOU’LL DO:

• Provide Level 2 technical support to clients, addressing their queries and concerns in a timely and professional manner.
• Offer expert advice and guidance on the use of our software, including its features, functions, and best practices.
• Troubleshoot and resolve technical issues related to our product, escalating to higher support levels as necessary.
• Assist clients with API integration, providing clear and concise documentation and support.
• Collaborate with internal teams, including developers, product managers, and QA, to ensure continuous product improvement and customer satisfaction.
• Create and maintain technical documentation, including knowledge base articles, FAQs, and user guides.
• Train and mentor junior support engineers, sharing knowledge and expertise.
• Stay up-to-date with industry trends, emerging technologies, and methodologies in the Financial Services and Digital Asset Management space.

WHAT WE’RE LOOKING FOR:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• At least 5 years of experience in technical support
• Strong knowledge of API integration, RESTful APIs, and API troubleshooting.
• Proficiency in scripting languages such as Python, JavaScript, or Bash.
• Excellent problem-solving and analytical skills, to diagnose and resolve complex technical issues.
• Exceptional communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
• Strong customer service skills and a commitment to delivering a high level of client satisfaction.
• Ability to work independently and as part of a team, managing multiple tasks and priorities.
• Technical knowledge in blockchain and crypto is a big plus

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