Product Support Specialist

Ava Labs is looking for a Product Support Specialist to be an integral part of the Product Support Team. This individual will be the first line of contact for all public facing requests to provide accountability and excellent service to all members of the community. The main function will be to answer technical questions from developers and users that are having issues building on and interacting with the Avalanche ecosystem and products.
WHAT YOU WILL DO

 
Support end user and developer issues through Intercom (Helpdesk) and other social channels such as Discord. This includes issues/questions regarding Nodes, Subnets, blockchain transactions, Avalanche platform and products (Core, Bridge, Explorer etc…), and other 3rd party crypto services, products, and coins/tokens that interact with the Avalanche Network
 
Troubleshoot issues developers face when building on Avalanche network
 
Write, edit, and maintain a vast library of how-to guides, informative articles, and other support documents regarding the Avalanche ecosystem to facilitate self-support for as many requests as possible and preserve engineering resources
 
Help maintain Github to update developer docs
 
Create walk through guides using screen-capture software
 
Report user feedback, suggestions, and trends occurring for users to appropriate team and escalating more complex issues to Engineers as needed
 
Collaborate with other Product Support Team members in providing internal teams and external users with exceptional customer support and serve as an subject matter expert.
 
Testing, documenting, and reporting bugs in Avalanche products and related software/hardware.
 
Provide feedback loops to the Product Team using Product Board to capture and rank feature requests.

WHAT YOU WILL BRING

 
A passion for all things web3
 
Familiarity with Github, JIRA, Confluence, and other similar programs
 
Extensive knowledge of Layer1 blockchains and a proficient understanding of web3 technologies
 
Golang and/or Javascript competency
 
Ability to create walk through guides, including the use of screen capture software.
 
Experience in blockchain community engagement
 
An ability to work independently and within teams alike
 
Experience with helpdesk ticketing platform such as Intercom
 
Excellent problem-solving and sleuthing skills
 
Excellent empathy, active listening, and resiliency skills
 
Strong organizational and time management skills
 
Able to effectively manage multiple diverse and complex problems at the same time
 
Exceptional client facing and customer service skills including relationship building/management and verbal communications

Salary Range: $97,200 to $124,650
(**This is not a guarantee of compensation or salary, a final offer amount may vary based on factors including but not limited to experience and geographic location.)