Support Engineer
About RootstockLabsAt RootstockLabs, we believe Bitcoin will underpin humanity’s economic future. But for this to happen, Bitcoin’s functionality must be extended and made available to all. This is why we have been long-standing contributors to Rootstock, the largest and longest-running Bitcoin sidechain. Rootstock allows anyone to develop apps and services on top of the planet’s most secure and decentralised financial infrastructure; Bitcoin.Today we continue to contribute to Rootstock’s evolution by building tools and technology focused on making Bitcoin work for everyone.About the RoleRootstockLabs exists to make Bitcoin work for everyone. We do this through giving developers the tools to build on Bitcoin, supporting the growth of the Rootstock ecosystem and expanding the frontiers of decentralised technology.As we enter our next stage of growth, we are looking for a dynamic Support Engineer to provide enterprise-level assistance in a Globally distributed company. You will diagnose and troubleshoot software and hardware problems and help our Internal customers. To be successful in this role, you’ll have 5+ years of technical support, software development, and/or other relevant experience. You need strong written and verbal communication skills to connect with the customers and work with your team. We look for people who are always willing to learn new things and take on new challenges.You will work alongside blockchain gurus and smart open-minded ‘Rooties’ across cross-functional teams, working in web3 and on the cutting edge of technology.What You’ll be DoingInteracting with internal customers using our case management system, email, chat, and/or shared screen sessionsProviding accurate and creative technical solutions to user problems as their sole point of contactUpdating and documenting the details of the issues, the steps you took to solve them, following up conversations, escalations, and resolutions in our case management systemCreating and adding to knowledge base articles, troubleshooting guides, FAQ’s, and other support collateralStaying up to date with all the current & new Rootstock technologiesResearching and identifying solutions to software and hardware issuesResponsible for user management in all our applications scopeDocumenting technical knowledge in the form of manuals and proceduresYou will troubleshoot hardware/software/ OSX general issuesProviding assistance on general issues with our main SaaS applications (Jira projects, Slack, Github among others)Maintaining IT Assets inventory managementGeneral management of different SaaS applications (Jira, GitHub, Slack, Google Workspace among others).What You’ll Bring to the TableExcellent communication skills in English, SpanishSolid experience administering Google Workspace, Jira Cloud, and Github. ERP like Microsoft Dynamics and othersOrganic understanding and experience in Mac, Windows, and Linux SupportHands on experience in MDM environments, Script knowledge will be a plusA passion for customer satisfaction; this team strives to solve our customers’ issues on the first tryBachelor’s degree in Computer Science, Computer Technology, related technical discipline, or equal professional technical experienceWhat You’ll Get Back!Competitive salary100% remote working (contractor) from anywhere in the worldPossibility to work at your nearest WeWork spaceFlexible working hours. You’re free to work however you work bestOpportunity to work with state of art technology in a challenging and unique projectInternationally diverse and dynamic team with a clear vision and strategyTraining programs to learn everything about the crypto worldWeekly scientific moments by our Research & Innovation team to learn about technology, challenges, and solutions in the blockchain worldLanguage courses: English, Spanish or Portuguese.Employee assistance program offering legal, financial, family, psychological, and wellness counseling for you and your familyRootstockLabs Mission & PurposeOur purpose: Make Bitcoin work for everyone!Our mission: give developers the tools to build on Bitcoin, support the growth of the Rootstock ecosystem, and expand the frontiers of decentralised technology.