Technical Support Engineer

About the role

As a Technical Support Engineer, you will resolve technical support requests ranging from basic product questions to complex Web3 and infrastructure issues. You will be responsible for debugging customer-reported issues, translating hardships into actionable items for the developer team, and maintaining high-quality support documentation. This role requires a self-starter who can collaborate across teams to ensure a seamless customer experience.

Responsibilities

• Own and resolve technical support requests from customers, ranging from basic product questions to complex Web3, infrastructure, and integration issues.
• Triage, reproduce, and debug customer-reported issues using logs, CLI tools, scripting, local proxies, and other troubleshooting methods.
• Clearly document technical findings, reproduction steps, customer impact, and recommended next actions for Engineering, Infra, Product, and TechOps teams.
• Translate recurring customer issues into actionable improvements, including bug reports, product feedback, internal tooling needs, and support process updates.
• Partner closely with Engineering and other cross-functional teams to ensure customer issues are resolved quickly and escalations are handled with urgency and context.
• Create and maintain internal support documentation, runbooks, troubleshooting guides, and customer-facing resources to improve support quality and consistency.
• Build or improve scripts, tooling, and automation that reduce manual support effort and improve time to resolution.
• Manage customer account and billing-related support needs, including refunds, credits, and charges in Stripe when appropriate.

Required skills

• Python
• Go
• Ruby
• Bash
• DNS
• TCP/SSL
• HTTP
• Ethereum JSON-RPC
• Terraform
• Linux

Nice to have

• Ansible
• Salt
• Puppet
• Chef

Qualifications

• 1+ years of experience in a technical support role
• 1+ year of experience in Blockchain, or equivalent personal project experience

About the Company

Quicknode is a cloud-based infrastructure company that powers the blockchain ecosystem. The company is backed by investors including Tiger Global, Y Combinator, SoftBank, and the Seven Seven Six Fund, and maintains high-performance global data infrastructure.