Technical Support Specialist 🔥
- You provide professional recommendations to users by understanding their needs and mapping them to our product portfolio. You are their expert and trusted advisor, and you may refer them to external service providers if needed.
- You are dedicated to providing an excellent user experience and helping users with technical issues. As the first point of contact, you ensure that users are happy, engaged, and able to use our products. You see technical issues through and through - from diagnosis to resolution.
- Your deep product knowledge and experience working with users allows you to identify areas for improvement and build a compelling case for new features and improvements. You also understand how users engage with our documentation and guides, and you use this knowledge to improve them.
- You are skilled at analyzing and diagnosing issues, which helps you identify bugs and choose the appropriate escalation measures.
- You can translate your product knowledge into fun and professional educational material, collaborating with other domain specialists to create world class learning content.
- You are process-oriented and have a natural ability to define and operationalize your work. You are laying the foundation for a long-term product strategy and building strong relationships with engineering, product, growth, and community teams.
- You set quantitative goals and work tirelessly to achieve them. You also define appropriate metrics to provide stakeholders with visibility into the level of support provided to users.
- 3+ years of hands-on experience in a technical support, customer support, customer success, engineering, developer relations, or related role
- Strong understanding of programming and computer science concepts
- Excellent interpersonal skills and professionalism when interfacing with users
- Highly process-oriented with keen attention to detail
- Experience defining processes and procedures from scratch
- Experience working with or building a knowledge-base
- General knowledge of smart contract-based blockchains and experience with tools in the Ethereum ecosystem
- Enthusiastic to learn new technologies and develop yourself in a self-directed environment
- Excellent English communication - both written and oral
- Strong alignment with Aragon's mission, manifesto, and understanding of why users want to create DAOs.
- Degree in Computer Science or related field
- Professional experience in full-stack programming
- Experience managing remote, globally distributed technical support teams and defining success metrics
- Experience in the web3 industry
- Experience with open-source projects
- Experience with commonly used project tooling such as Github, Jira, and Notion.