<h3>About us</h3><p><a href="https://himalayas.app/companies/chainstack">Chainstack</a> powers global blockchain applications across fintech, DeFi, wallets, custodians, analytics, and everything in between.</p><p>Teams cut time-to-market, cost, and risk with one platform for nodes in the cloud, offered through preferred service providers, or self-hosted. Standardized node management puts reliability on autopilot and keeps performance predictable, giving operators control and transparency while developers get a consistent way to build and scale.</p><h3>About the role</h3><p>We are looking for a Web3 Customer Support Engineer to help customers build, operate, and troubleshoot blockchain infrastructure on <a href="https://himalayas.app/companies/chainstack">Chainstack</a>. This role is for someone who combines technical support discipline, Web3 infrastructure knowledge, clear communication, and strong ownership.</p><p>The ideal candidate is calm under pressure, precise in troubleshooting, and comfortable moving between customer conversations, logs, documentation, blockchain explorers, RPC calls, internal tools, and engineering context. You should care about customer outcomes, incident quality, response accuracy, and the operational signals behind support cases.</p><h3>Responsibilities</h3><ul><li>Own customer support cases from intake through resolution, including technical investigation, customer communication, escalation, follow-up, and documentation.</li><li>Troubleshoot blockchain infrastructure issues across RPC endpoints, WebSocket connections, node availability, sync behavior, performance, rate limits, APIs, network-specific behavior, and customer configuration.</li><li>Reproduce, isolate, and explain technical issues using logs, metrics, internal tools, blockchain explorers, JSON-RPC requests, API responses, and product behavior.</li><li>Communicate clearly with customers about impact, timelines, workarounds, root causes, and next steps.</li><li>Work closely with DevOps, engineering, product, customer success, and sales teams to resolve customer issues and improve the support experience.</li><li>Identify recurring customer pain points, documentation gaps, operational risks, and product friction, then turn them into practical improvements.</li><li>Use AI-first support workflows to accelerate troubleshooting, case summaries, knowledge-base drafting, incident analysis, documentation updates, and pattern detection while verifying outputs before customer use.</li><li>Maintain and improve internal runbooks, troubleshooting guides, macros, customer-facing help articles, and escalation notes.</li><li>Contribute to support quality metrics such as response time, resolution time, customer satisfaction, escalation quality, and recurring-issue reduction.</li><li>Participate in support coverage across time zones and help ensure production customers receive timely, accurate assistance.</li></ul><h3>Requirements</h3><ul><li>3+ years of experience in technic