bloXroute is seeking an experienced results-driven Technical Support Manager to join our dynamic team. As the Technical Support Manager you will be responsible for managing a team of Technical Support Engineers. This role will involve working closely with bloXroute users to understand their needs and help them maximize the value of our products and services. Manage support downtime and product issues, while effectively communicating status updates to users.
Responsibilities
- Lead and mentor the technical support team by defining responsibilities and procedures
- Assess, select and implement new customer support tools to enhance team efficiency to align with bloXroute products
- Continuously improve the technical support processes to enhance team efficiency and deliver an exceptional experience
- Establish clear workflows, SLAs (Service Level Agreements), and escalation protocols
- Manage and escalate technical solutions to Engineering teams to resolve all concerns and communicate to users in a timely manner
- Ensure the team has clear documentation of technical issues, solutions and feedback
- Maintain a deep understanding of all products and services to effectively guide and support the team
- Guide new users, blockchains, miners and businesses through the onboarding process ensuring they are fully able to use products and services
- Provide regular reports on key performance indicators such as resolution times, user satisfaction and team productivity
- Conduct research to improve software and utilize data to provide insights and recommended action plans
- Understand users’ goals and objectives, and provide a strategic insight on how to help them achieve their success with bloXroute solutions
- Customize support tools to meet customer needs and team workflows
Requirements
- 5+ years of experience as a Technical Support Manager or relevant experience
- Proven management skills with the ability to motive, coach and develop a high-performing team
- Understanding of ETH (EVM) or Solana blockchain networks
- Experience with using web3 (like web3py, web3js) clients to query blockchain data
- Understanding of blockchain nodes and p2p networks
- Experience with managing large amount of users via social networks
- Excellent communication skills, with the ability to build rapport and trust with users
- Proven problem solving skills with a proactive approach
Top Skills
What We Do
ABOUT BLOXROUTE
bloXroute is the "Flash Boys" for DeFi. It created the first and only high-performance blockchain distribution network (BDN) with the best solution for Ethereum, BSC, and Polygon. The bloXroute BDN and DeFi trading tools allow its users to win at crypto trading. The BDN utilizes a global network of servers optimized for network performance. Nodes access this network through open-source gateways and users can access it through the bloXroute public-API.
The BDN network propagates blockchain transactions and blocks closer to the speed of light. It provides traders with the speed and reliability required for crypto transactions. bloXroute is the leader in mempool services, block streaming and anything Defi performance.
The BDN also allows blockchains to scale by speeding the time it takes to communicate the current state. The BDN's fast communication reduces the blocks’ size and frequency limits. This is true for all consensus mechanisms, including Proof of Stake, Proof of Work, and DAGs.
We are hiring engineers and business people for various positions. Check out our careers page: https://bloxroute.com/careers/
We offer competitive compensation and equity, a full remote environment and a bunch of smart team members to work with
