This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Web3 Technical Support Engineer based in Brazil. As a Web3 Technical Support Engineer, you will play a critical role in helping customers deploy, operate, and troubleshoot blockchain infrastructure in a fast-paced, innovation-driven environment. Working closely with engineering, DevOps, product, and customer success teams, you will resolve complex technical issues while delivering an outstanding support experience. This role combines deep technical investigation with customer communication, giving you the opportunity to work with leading blockchain technologies, decentralized applications, and cloud infrastructure. If you enjoy solving challenging problems, improving operational processes, and contributing to the evolution of Web3 technologies, this fully remote position offers the chance to make a meaningful impact within a globally distributed team. ### Accountabilities - Own customer support cases from initial investigation through resolution, ensuring timely communication, accurate troubleshooting, and thorough documentation. - Diagnose and resolve issues related to blockchain nodes, RPC endpoints, WebSocket connections, APIs, synchronization, network performance, rate limits, and infrastructure availability. - Reproduce and analyze technical issues using logs, metrics, blockchain explorers, JSON-RPC requests, API responses, and internal diagnostic tools. - Communicate technical findings, workarounds, root causes, and resolution timelines clearly to customers while managing expectations throughout the support process. - Collaborate with engineering, DevOps, product, sales, and customer success teams to resolve incidents and continuously improve service quality. - Identify recurring issues, documentation gaps, and operational inefficiencies, contributing to knowledge base articles, troubleshooting guides, runbooks, and process improvements. - Leverage AI-powered tools responsibly to accelerate investigations, summarize cases, improve documentation, and streamline support workflows while validating all outputs for accuracy. - Contribute to operational excellence by monitoring support quality metrics, improving response times, and helping ensure reliable support coverage across multiple time zones. ## Requirements - Minimum of 3 years of experience in technical support, support engineering, DevOps support, infrastructure support, solutions engineering, or another customer-facing technical role. - Strong understanding of blockchain technologies, including nodes, RPC APIs, smart contracts, wallets, transactions, gas fees, network finality, and common Web3 development workflows. - Hands-on experience troubleshooting REST APIs, JSON-RPC, WebSocket connections, authentication issues, latency, HTTP errors, timeouts, rate limits, and customer configuration challenges. - Ability to analyze logs, metrics, blockchain explorer data, API responses, and technical documentation to identify and resolve complex issues. - Excellent written and verbal English communication skills with the ability to explain technical concepts clearly to both technical and non-technical audiences. - Experience working with ticketing systems, knowledge bases, incident management processes, and customer support operations. - Strong ownership mindset with excellent problem-solving, organizational, and cross-functional collaboration skills. - Experience using AI tools responsibly to improve technical support workflows, documentation, investigation planning, and knowledge management. - Ability to work independently within a fully remote, globally distributed team. - Experience supporting blockchain infrastructure providers, developer platforms, exchanges, wallets, DeFi protocols, or similar Web3 environments is highly desirable. - Familiarity with major blockchain ecosystems such as Ethereum, Solana, Polygon, Arbitrum, Avalanche, Base, Bitcoin, or BNB Smart Chain is a plus. - Knowledge of Kubernetes, cloud infrastructure, monitoring tools, scripting (Python, JavaScript, or Bash), Postman, cURL, or blockchain SDKs is advantageous. ## Benefits - Fully remote full-time position based in Brazil. - Competitive salary paid in USD. - Stock options, allowing you to share in the company's long-term growth. - Flexible working schedule that supports work-life balance. - AI-first work environment focused on improving productivity and reducing repetitive tasks. - Opportunity to work with cutting-edge blockchain infrastructure and Web3 technologies. - Flat organizational structure with high levels of ownership and decision-making autonomy. - Collaborative international team with exposure to diverse perspectives and expertise. - Excellent opportunities for professional growth within a rapidly expanding global industry. How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! [Why Apply Through Jobgether?](https://jobgether.com/how-jobgether-works) Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1