Product Support Specialist
Skills
- Passion and working knowledge of Web3 and Layer 1 blockchain concepts
- Familiarity with JIRA, Confluence, and similar tools
- Experience with Help Desk ticketing platforms (e.g., Intercom)
- Ability to create walkthroughs using screen capture and create user-friendly documentation
- Experience with blockchain community engagement and social channels (Discord, Reddit, X)
- Strong troubleshooting, sleuthing, and technical problem-solving skills
- Excellent empathy, active listening, client-facing, and communication skills
- Strong organizational and time-management skills; ability to handle multiple complex problems
Responsibilities
- Respond to end-user inquiries via Help Desk ticketing and social channels (Discord, Reddit, X) about Avalanche products and blockchain transactions
- Write and maintain visual and written how-to guides and support documentation for the Avalanche ecosystem and Core suite
- Report and escalate user feedback, trends, and complex issues to PMs, Developer Relations, or Platform Engineers
- Collaborate with Product Support teammates to provide subject matter expertise and consistent customer service
- Test, document, and report bugs in Avalanche products and related software/hardware (Core Suite, Explorer, Ledger wallet, etc.)
- Participate in department meetings to share end-user feedback and support findings
Education
- No specific degree required; relevant support or blockchain experience expected
- Bachelor's degree in Computer Science or related field preferred
Benefits
- Remote work across North America or office presence in Brooklyn, NY
- Opportunity to work with a pioneering Web3 team and early-stage blockchain products
- Collaborative, cross-functional environment with exposure to product, engineering, and developer relations
- Competitive salary range with potential for growth and learning in Web3
Average salary estimate
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Ava Labs empowers people to build an open, simple, and democratic internet of finance that enables the world to have a more prosperous future.
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