Web3 Technical Support Engineer L2

Responsibilities: Advise valued customers and business partners on best practices and integrations with Neon products Document and share customer feedback and feature requests with Product and Engineering teams to aid in development priorities Resolve technical issues by filing, managing, and evaluating bugs and improvements with Product and Engineering teams Support business-to-business (B2B) and business-to-consumer (B2C) inquiries through technical consultations, email, and persistent chats Maintain a professional image and demonstrates a willingness to contribute at all levels Assist other team members as needed Field incoming problem tickets from end-users to resolve issues Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause, issue resolution, and communication Update the support ticket with clear and complete information regarding the investigation and resolution of the ticket Escalate high priority or severe issues to supervisor/manager or appropriate internal teams (e.g. software developers) Document technical knowledge in the form of notes and manuals Skills and Experience: Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role Education in an IT background or 2+ years of working experience with Linux/Unix/Mac environments Good understanding of computer systems, mobile devices, and other tech products Solid analytical/cognitive skills to troubleshoot complex and technical problems, ability to diagnose and troubleshoot basic technical issues Working knowledge of Linux operating systems, networks, databases, and network security concepts and tools Scripting with BASH, Perl, or Python Log parsing and analysis Help Desk Experience and using ticketing systems to manage and track incidents Fluent in English – verbally & written, ability to provide step-by-step technical help, both written and verbal Communication Skills Ability to effectively communicate complex technical scenarios to people with less technical knowledge Flexibility in using different technologies/platforms Motivated and enthusiastic to discover and learn new technologies Disciplined and “Team first approach” oriented, be professional, have a positive “get it done” attitude and a strong work ethic Minor account management skills including investigating and understanding current and historical issues for specific accounts Strong organizational skills, detail orientation, and the ability to multi-task, meet deadlines, and prioritize work. Comfortable with making next-step decisions and excited by "thinking outside of the box" Nice to have: JIRA and Confluence Knowledge beneficial Experience integrating and troubleshooting APIs Working experience with AWS or other Public Cloud Platform Solid experience working with Internet Security and Networking Technologies such as TCP/IP, HTTP, Load balancers, Proxies, and Firewalls. Experience working with open-source projects. Strong plus: Additional certification in Microsoft, Linux, Cisco, or similar technologies is a plus Development experience, experience working with writing production-level code Bachelor’s Degree (B.A.) in Computer Science or Information Technology Experience with Web3.js and the Ethereum ecosystem Experience as a System administrator How to Apply: Send an email to jobs@neonlabs.org with your: a link to your Github/LinkedIn account let us know what is your favorite project among those that you’ve accomplished and please, mention your time zone enclose a resume if it’s important to you or if you think it might help us learn more about you