Figment Jobs in Toronto, Canada

The Role

At Figment, we help developers launch apps across the top Web 3 protocols. DataHub lets developers use the most powerful and unique features of a blockchain without having to become protocol experts. As a Technical Support Lead, you will establish a strong support culture for DataHub customers by managing a team of distributed support engineers. You will put in place a thorough process to identify, document, and solve customer issues around our infrastructure & tools while guiding your team in their understanding of Web 3 development. You will be responsible for ensuring high retention and satisfaction of our customers. You will also lead efforts around developing world-class developer documentation.

Responsibilities

• Establish technical support best practices via multiple channels eg. email, Slack, Telegram and Discord
• Set a consistent framework to analyze, troubleshoot, debug and reproduce technical issues.
• Establish collaboration best practices with internal and external teams to provide DataHub customers timely support for technical issues
• Develop and contribute to DataHub documentation
• Establish an issue escalation process and operational procedures to streamline support
• Work with a global team and own the support journey for DataHub customers

What we are looking for

• 4+ years of relevant experience as a software engineer or a support engineer
• Proven ability to lead a team of technical support engineer
• Experience or strong understanding of the blockchain space
• Experience supporting and troubleshooting web applications, JSON and APIs
• Experience owning technical documentation
• Experience with cloud infrastructure or API-based products
• Ability to recognize issue patterns and solve complex problems
• Location in North-America or Europe preferred

What you could bring to the table

• Experience developing in Javascript, Golang, and/or Rust
• Knowledge of smart contract development (Solidity, Substrate, or similar) a plus