Product Support Specialist

Framework Ventures; Boston (MA); On-site; USD 71,607 - 89,509; Full time

Job summary

Ava Labs in Boston is seeking a Full-Time Product Support Specialist to be part of the Product Support Team. You will be the first line of contact for public-facing requests, helping users with the Avalanche wallet, Core, and ecosystem.

You will provide end-user support through ticketing and social channels, write guides, report feedback, and collaborate with engineers to triage issues.

Qualifications

• A passion for Web3 and blockchain technology.
• Experience with Help Desk ticketing systems and Intercom.
• Excellent problem-solving and communication skills.
• Ability to work independently and in teams.
• Strong organizational and time-management skills.
• Ability to create walk-through guides and tutorials.
• Familiarity with Avalanche ecosystem is a plus.

Responsibilities

• Provide end-user support via Help Desk and social channels (Discord, Reddit, X).
• Resolve issues related to the Avalanche platform and Core product.
• Assist with interoperability solutions and explorers.
• Write and maintain a library of how-to guides and articles.
• Report user feedback and trends to appropriate teams.
• Elevate complex issues to PMs, Developer Relations, or Platform Engineers.
• Collaborate with Product Support teammates to deliver strong support.
• Test, document, and report bugs in Avalanche products and related software.
• Attend department meetings to share user feedback.

Skills

JIRA

Confluence

Web3 technologies

Layer1 blockchains

Walk-through guides

Intercom

Education

Bachelor's degree in Computer Science

Tools

Intercom

Job description

Applicant Privacy Notice Looking to join a world-class blockchain development team? Ava Labs makes it simple to deploy high-performance solutions for Web3, led by innovations on Avalanche. The company was founded by Cornell computer scientists, who partnered with Wall Street veterans and early Web3 leaders to execute a promising vision for redefining the way people build permissionless networks. Ava Labs is redefining the way people create value with Web3. Join us as we empower people to easily and freely digitize all the world’s assets on one open, programmable blockchain platform. Ava Labs is looking for a Full-Time Product Support Specialist to be an integral part of the Product Support Team. This individual will be the first line of contact for all public-facing requests to provide accountability and excellent service to all community members. The main function will be to answer technical questions from users who need help using our wallet, Core, and those who are building on and interacting with the Avalanche ecosystem and products.

WHAT YOU’LL DO

Provide end-user support through a Help Desk ticketing system and other social channels such as Discord, Reddit, and X. This includes issues/questions regarding Avalanche platform and products (Core, Interoperability solutions, Explorers, etc.), Avalanche L1s, blockchain transactions, and other 3rd party crypto services, products, and coins/tokens that interact with the Avalanche Network. Write and maintain a vast library of visual and written how-to guides, informative articles, and other support content regarding the Avalanche ecosystem and the Core suite to facilitate self-support for end users. Report user feedback, suggestions, and trends occurring for users to appropriate teams and elevate more complex issues to PMs, Developer Relations, or Platform Engineers as needed. Collaborate with other Product Support team members in providing internal teams and external users with exceptional customer support and serve as a subject matter expert. Testing, documenting, and reporting bugs in Avalanche products and related software/hardware (Core Suite, Explorer, Ledger wallet, etc). Attend department-wide meetings to share end user feedback and bug reports to the appropriate teams for triage and resolution. Other duties as assigned.

WHAT YOU’LL BRING

A passion for all things Web3. Familiarity with JIRA, Confluence, and other similar programs. Moderate knowledge of Layer1 blockchains and a proficient understanding of web3 technologies. Ability to create walk-through guides, including the use of screen capture software. Experience in blockchain community engagement. An ability to work independently and within teams alike. Experience with Help Desk ticketing platforms such as Intercom. Excellent problem-solving and sleuthing skills. Excellent empathy, active listening, and resiliency skills. Strong organizational and time management skills. Able to effectively manage multiple diverse and complex problems at the same time. Exceptional client-facing and customer service skills including relationship building/management and verbal communications.

NICE TO HAVE

Bachelor's degree in Computer Science. Familiarity with the Bitcoin and Solana networks’ address and transaction structure. Familiarity with the Avalanche X and P-Chains.

Salary Range: $71,607 to $89,509 (**This is not a guarantee of compensation or salary, a final offer amount may vary based on factors including but not limited to experience and geographic location.)

Ava Labs is committed to diversity in the workplace and we’re proud to be an Equal Opportunity Employer. We do not hire on basis of race, color, religion, creed, gender, national origin, citizenship, age, disability, veteran status, marital status, pregnancy, parental status, sex, gender expression or identity, sexual orientation, or any other basis protected by local, state or federal law. All employment is decided on the basis of qualifications, merit, and business need.