Web3 Technical Support Engineer (LATAM)
About us
Chainstack powers global blockchain applications across fintech, DeFi, wallets, custodians, analytics, and everything in between.
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.
About the role
We are looking for a Web3 Customer Support Engineer to help customers build, operate, and troubleshoot blockchain infrastructure on Chainstack. This role is for someone who combines technical support discipline, Web3 infrastructure knowledge, clear communication, and strong ownership.
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.
Responsibilities
- Own customer support cases from intake through resolution, including technical investigation, customer communication, escalation, follow-up, and documentation.
- Troubleshoot blockchain infrastructure issues across RPC endpoints, WebSocket connections, node availability, sync behavior, performance, rate limits, APIs, network-specific behavior, and customer configuration.
- Reproduce, isolate, and explain technical issues using logs, metrics, internal tools, blockchain explorers, JSON-RPC requests, API responses, and product behavior.
- Communicate clearly with customers about impact, timelines, workarounds, root causes, and next steps.
- Work closely with DevOps, engineering, product, customer success, and sales teams to resolve customer issues and improve the support experience.
- Identify recurring customer pain points, documentation gaps, operational risks, and product friction, then turn them into practical improvements.
- 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.
- Maintain and improve internal runbooks, troubleshooting guides, macros, customer-facing help articles, and escalation notes.
- Contribute to support quality metrics such as response time, resolution time, customer satisfaction, escalation quality, and recurring-issue reduction.
- Participate in support coverage across time zones and help ensure production customers receive timely, accurate assistance.
Requirements
- 3+ years of experience in technical support, customer support engineering, solutions engineering, DevOps support, developer support, infrastructure support, or a similar technical customer-facing role.
- Strong understanding of Web3 infrastructure, blockchain nodes, RPC APIs, wallets, transactions, blocks, smart contracts, gas, network finality, and common developer workflows.
- Hands-on experience troubleshooting JSON-RPC, REST APIs, WebSocket connections, HTTP errors, latency, timeouts, rate limits, authentication, and customer-side configuration issues.
- Ability to read and interpret logs, metrics, API responses, error messages, blockchain explorer data, and customer-provided technical context.
- Strong customer communication skills, including the ability to explain technical issues clearly, set expectations, and handle urgent or ambiguous situations with composure.
- Strong written English, with the ability to produce concise ticket updates, investigation notes, customer replies, documentation, and internal handoffs.
- Experience working with ticketing systems, support queues, knowledge bases, incident workflows, or customer support operations.
- Strong ownership mindset, with the ability to drive cases to resolution, follow up reliably, and improve the process when a pattern repeats.
- Practical AI-native support workflow, including responsible use of AI tools for investigation planning, case summarization, documentation drafting, query generation, troubleshooting checklists, and support automation while maintaining strict verification, privacy, and accuracy standards.
- Ability to work independently in a remote, distributed team and collaborate across functions without relying on heavy process.
Nice to have
- Experience supporting blockchain infrastructure providers, node operators, exchanges, wallets, DeFi protocols, custodians, analytics platforms, or developer tooling companies.
- Familiarity with Ethereum, Solana, Polygon, BNB Smart Chain, Arbitrum, Base, Avalanche, Bitcoin, or other major blockchain networks.
- Experience using command-line tools, cURL, Postman, web3.py, ethers.js, or blockchain SDKs to reproduce customer issues.
- Basic scripting ability in Python, JavaScript, Bash, or similar languages for support tooling, data checks, or automation.
- Familiarity with Kubernetes, cloud infrastructure, monitoring, alerting, incident management, or production operations.
- Experience writing public documentation, help center articles, runbooks, customer guides, or troubleshooting playbooks.
- Understanding of node sync modes, archive data, debug and trace methods, MEV-related workflows, indexing, validator operations, or Web3 data pipelines.
- Experience using AI tools to improve support workflows, detect repeated issues, draft knowledge-base content, or create reusable troubleshooting templates.
What we offer
At Chainstack, we invest in our people and provide a work environment that fosters growth, flexibility, and innovation:
- Competitive salary in USD - Fair, transparent compensation based on experience and impact.
- Stock options - Share in Chainstack's growth and long-term success.
- AI-first environment - Use AI practically and responsibly to reduce repetitive work, improve workflows, and focus more time on judgment, product insight, customer understanding, and shipping.
- Cutting-edge tech stack - Work with modern infrastructure and stay close to Web3 innovation.
- Flat structure, no bureaucracy - Take ownership, move fast, and make decisions with real impact.
- Flexible schedule - Work when you are most productive and maintain balance.
- Global, fast-growing market - Build in a rapidly evolving industry with real customer demand.
- Diverse, multinational team - Collaborate with people across countries, backgrounds, and functions.
