Support Engineer

About RootstockLabs

At RootstockLabs, we believe Bitcoin will underpin humanity’s economic future. But for this to happen, Bitcoin’s functionality must be extended and made available to all. This is why we have been long-standing contributors to Rootstock, the largest and longest-running Bitcoin sidechain. Rootstock allows anyone to develop apps and services on top of the planet’s most secure and decentralised financial infrastructure; Bitcoin. 

Today we continue to contribute to Rootstock’s evolution by building tools and technology focused on making Bitcoin work for everyone.

About the Role

RootstockLabs exists to make Bitcoin work for everyone. We do this through giving developers the tools to build on Bitcoin, supporting the growth of the Rootstock ecosystem and expanding the frontiers of decentralised technology. 

As we enter our next stage of growth, we are looking for a dynamic Support Engineer to provide enterprise-level assistance in a Globally distributed company. You will diagnose and troubleshoot software and hardware problems and help our Internal customers. To be successful in this role, you’ll have 5+ years of technical support, software development, and/or other relevant experience. You need strong written and verbal communication skills to connect with the customers and work with your team. We look for people who are always willing to learn new things and take on new challenges.

You will work alongside blockchain gurus and smart open-minded ‘Rooties’ across cross-functional teams, working in web3 and on the cutting edge of technology.

What You’ll be Doing

• Interacting with internal customers using our case management system, email, chat, and/or shared screen sessions

• Providing accurate and creative technical solutions to user problems as their sole point of contact

• Updating and documenting the details of the issues, the steps you took to solve them, following up conversations, escalations, and resolutions in our case management system

• Creating and adding to knowledge base articles, troubleshooting guides, FAQ’s, and other support collateral

• Staying up to date with all the current & new Rootstock technologies

• Researching and identifying solutions to software and hardware issues

• Responsible for user management in all our applications scope

• Documenting technical knowledge in the form of manuals and procedures

• You will troubleshoot hardware/software/ OSX general issues

• Providing assistance on general issues with our main SaaS applications (Jira projects, Slack, Github among others)

• Maintaining IT Assets inventory management

• General management of different SaaS applications (Jira, GitHub, Slack, Google Workspace among others).

What You’ll Bring to the Table

• Excellent communication skills in English, Spanish

• Solid experience administering Google Workspace, Jira Cloud, and Github.  ERP like Microsoft Dynamics and others

• Organic understanding and experience in Mac, Windows, and Linux Support

• Hands on experience in MDM environments, Script knowledge will be a plus

• A passion for customer satisfaction; this team strives to solve our customers’ issues on the first try

• Bachelor’s degree in Computer Science, Computer Technology, related technical discipline, or equal professional technical experience

What You’ll Get Back!

• Competitive salary

• 100% remote working (contractor) from anywhere in the world

• Possibility to work at your nearest WeWork space

• Flexible working hours. You’re free to work however you work best

• Opportunity to work with state of art technology in a challenging and unique project 

• Internationally diverse and dynamic team with a clear vision and strategy 

• Training programs to learn everything about the crypto world

• Weekly scientific moments by our Research & Innovation team to learn about technology, challenges, and solutions in the blockchain world

• Language courses: English, Spanish or Portuguese.

• Employee assistance program offering legal, financial, family, psychological, and wellness counseling for you and your family

RootstockLabs Mission & Purpose

Our purpose: Make Bitcoin work for everyone!

Our mission: give developers the tools to build on Bitcoin, support the growth of the Rootstock ecosystem, and expand the frontiers of decentralised technology.