Product Support Engineer (Blockchain)

P2P; Paris; À distance; EUR 45 000 - 65 000; Plein temps

Résumé du poste

A leading enterprise-grade rewards platform is hiring a Product Support Engineer to manage customer relationships in the EMEA region. This role involves onboarding clients, providing technical support, and maintaining product documentation to enhance client experiences with staking and DeFi solutions. Join a team dedicated to securing and stabilizing the decentralized finance landscape while benefiting from a supportive and flexible work environment.

Prestations

Equity share options

Flexible holiday

Competitive salary

Significant personal development budget

Internet connection paid

Overseas tech conferences budget

Qualifications

• 3+ years of technical customer support experience.
• Proven experience with API troubleshooting.
• Fluency in English (written and spoken).

Responsabilités

• Onboard and train clients on staking processes.
• Provide technical support and troubleshoot issues.
• Maintain and document a knowledge base of staking information.

Connaissances

API troubleshooting

Technical support

Customer communication

Problem solving

Prioritization

Formation

Technical customer support experience

Outils

Postman

Slack

HubSpot

Notion

Description du poste

Full time / Paris or London or remote from Western Europe

As a Product Support Engineer, you will own relationships with our customers based in the EMEA (and some prospects) while working closely with the GTM team as well as the Product and Engineer teams. Your objective will be to ensure customers successfully integrate our API-first products (https://docs.kiln.fi/v1/) and continuously improve their staking activities.

Responsibilities

• Onboarding and training: Help business clients understand the staking process, available options, and how to use Kiln's staking services effectively.

• Technical support: Address client inquiries related to staking, troubleshoot any issues they may encounter, and guide them through the resolution process.

• Platform updates and enhancements: Communicate new features, updates, and improvements to the staking platform, ensuring clients understand how these changes may impact their staking activities.

• Knowledge base and documentation: Contribute to and maintain a comprehensive knowledge base of staking-related information, including FAQs, guides, and tutorials, to help clients quickly find answers to their questions.

Tools: Slack/Pylon, Notion, Gong, HubSpot, Postman …

Stack: Solidity, Golang, JavaScript/Typescript, API REST, PostgreSQL, AWS/Kubernetes

Requirements

• 3+ years of technical customer support experience in a B2B software company — including customer onboarding, troubleshooting, and user training.

• Proven experience with API troubleshooting, software implementation, testing, and deployment processes.

• Experience with Postman or another API testing tool.

• Strong ability to prioritize and resolve support tickets effectively.

• Outstanding communication skills across all channels.

• 1+ year of experience in web3, blockchain, and cryptocurrency — with solid understanding of protocols, staking, and DeFi.

• Fluent (written and spoken) in English

Nice-to-have:

• Experience working in a fast-growing startup.

• Personal experience with staking cryptocurrency.
  

About Kiln:

Kiln is the leading enterprise-grade rewards platform that enables institutional customers to stake assets and integrate staking & DeFi functionality into their offerings. Our API-first platform provides fully automated validators, staking & DeFi protocols access, and comprehensive data and commission management.

With $11+ billion in crypto assets staked through our platform, Kiln has established a strong presence on Ethereum, managing over 5% of the network through 45,000+ validators — all with zero slashing events.

Kiln serves more than 140 leading customers, including Binance, BitGo, Coinbase, Fireblocks, NuBank, Revolut, VanEck and TrustWallet.

Our team of 90+ ecosystem enthusiasts brings experience from industry leaders like Google, Circle, Ledger, Chainalysis, and other prominent technology and cryptocurrency companies.

We've raised $30M in total funding from prominent investors including 1kx, Crypto.com, Illuminate Financial, Consensys, Wintermute, Kraken Ventures.

Join Kiln and help us make the web more secure, stable, decentralized and fair!

How Kiln will support you:

At Kiln, our values drive us: Technical Excellence ensures top security and usability; Innovation-Driven Meritocracy elevates groundbreaking ideas; Trust and Transparency build reliability through open communication; and People First keeps our team and clients at the heart of everything we do.

• A fast-paced, bureaucracy-free work environment

• Equity share options in the business: if Kiln succeeds, we all succeed!

• Competitive salary

• Flexible holiday

• Flexible remote working

• Internet connection paid

• Significant personal development budget (books, training)

• Overseas tech conferences budget
  

Kiln is an Equal Opportunity Employer

We are committed to fostering an inclusive and diverse workplace where everyone is valued and respected. We welcome applications from all backgrounds, including women or persons with disabilities.

Your interview process

Our thorough process ensures the best fit for both you and Kiln, and we strive to make each step valuable and efficient.

1. Recruiter Interview (45 min)

2. Take-home test (< 3 hours)

3. Technical Interview (60 min)

4. Core Values Interview (45 min)

5. Founders Interview (30 min)

6. Offer!
   

Your personal information will be securely stored in our Applicant Tracking System (ATS) and will not be shared with external parties. We comply fully with GDPR regulations to protect your data and privacy.

Please note that we do not sponsor visas for persons without work authorization in the UK/EU. This role is for full-time employees only (no B2B or contractors). Thank you!