Tech Support Engineer

Tech Support Engineer

🏢 Company

A US-based technology startup founded by experienced serial entrepreneurs with prior successful exits.

💼 Product

A decentralized AI compute network that aggregates GPUs from around the world into a single, scalable platform, a cost-efficient alternative to centralized cloud providers. The network is used by three key participants: developers building and deploying AI applications, hardware providers (nodes/hosts) contributing compute resources, and protocol contributors advancing the core technology.

👨💻 Role

As the sole Tech Support Engineer, you will connect network participants and the open-source community with the core engineering team, resolving technical issues, and progressively owning more end-to-end.

🎯 Key responsibilities

Communication & Case Management

• Own user-facing communication across Discord and Telegram: set expectations, provide status updates, and close tickets with clear outcomes.
• Escalate complex cases to engineers with well-structured technical context, and stay in the loop through to resolution.
• Perform initial triage: identify whether an issue is a bug, misconfiguration, environment problem, network fault, or a participant-side issue.

Technical Support & Diagnostics

• Help network participants troubleshoot connectivity, configuration, synchronization, transaction, and upgrade issues.
• Collect and analyze logs, metrics, versions, configurations, and environment details to reproduce and diagnose failures.
• Search for solutions across documentation, GitHub, issue trackers, community threads, and internal knowledge bases.
• Assist engineers in testing fixes and protocol changes that affect network participants.
• Participate in releases and post-release monitoring: track symptoms, gather feedback, identify regressions.

Process Improvement & Expertise Development

• Improve documentation and runbooks based on recurring issues.
• Automate repetitive support cases and workflows.
• Gradually deepen your expertise in the blockchain protocol and infrastructure — this role is a real opportunity to grow into the technical depth of a production L1 network.

📋 What we expect

• 2+ years of experience in technical support (L2/L3), infrastructure, QA, or a closely adjacent engineering role.
• Confident with Linux: shell, processes, file system, basic network diagnostics, log collection and analysis.
• Understanding of client-server architecture: HTTP, error codes, timeouts, and integrations.
• Systematic approach to problem-solving: reproduce, gather facts, form hypotheses, test, document results.
• Ability to reproduce bugs and write clear, structured bug reports.
• Basic experience with Git and understanding of development workflows (PRs, code review).
• Strong written communication skills: clear questions, concise reports, precise async updates.
• Understanding of blockchain fundamentals (nodes, transactions, RPC) or a genuine motivation to learn quickly.
• Russian and English at B2+ level

➕ Nice-to-haves:

• Hands-on experience with monitoring and logging tools (Grafana/Prometheus, ELK/Loki, Sentry, or equivalents) for diagnostics.
• Experience supporting or operating blockchain networks (Cosmos-based, Ethereum, Substrate, or similar).
• Understanding of basic security concepts: key management, signatures, common user mistakes, and potential attack vectors.
• Experience with Docker and containerized environments.
• Familiarity with AI/LLM inference as a service (latency, throughput, queues, degradation), even at a conceptual level.
• Incident management experience: on-call rotations, postmortems, runbooks, SLA tracking.

🌟 What we offer

• Fully remote work
• Competitive base salary
• Opportunity to build the support function from scratch
• Learn from strong engineers in a real production environment
• A startup environment where you can explore different areas