About the company
Immutable is a global technology company, powering the world of NFTs on Ethereum. We are on a mission to be the number one ecosystem for NFTs which empowers and rewards users. Founded in 2018, Immutable is one of Australia's fastest-growing startups to hit unicorn status, having raised more than AUD $300M+ and valued at AUD $3.5 billion. Currently, the Immutable Group consists of Immutable X and the Game Studio. Immutable X is the first and leading Layer 2 scaling solution for NFTs on Ethereum, with zero gas fees & is 100% carbon neutral. The Immutable Studio creates games on blockchain technologies to allow for true, digital ownership; including the world's first NFT trading-card game, Gods Unchained, and Guild of Guardians.
Job Summary
You'll Be Empowered To 🎮:
📍Lead the timely resolution of both technical and non-technical questions from our developer customers. 📍Troubleshooting, identifying, and escalating issues to our engineering team, supporting Incident Management. 📍Lead the management of the developer community and support activities via existing and future channels - the primary focus is on the current implementation of Discord as our dominant platform. 📍Map out and optimise support escalation processes to ensure continuous improvement in customer experience. 📍Lead the evolutionary build of the developer community and the support function, including designing and building the team through creative sourcing via community participation. 📍Create and curate public knowledge-based articles and internal documentation to help our customers and team move faster. 📍Collaborate with Product and Engineering managers as well as others within the Developer Growth function to give feedback on product marketing, documentation and overall developer experience.
We'd Love You To Bring 🤝:
📍Strong written and verbal communication skills. 📍3+ years experience working in a highly technical support role (ideally level 2 support, solutions engineering or developer relations), interacting with customers verbally and in writing. 📍5+ years experience with programming, server-side scripting, REST APIs, browser & developer tools, SQL, and debugging tools (e.g. NewRelic, Sentry) 📍Highly passionate about problem-solving with code 📍History of experience supporting great products 📍Interest and exposure to web3 (ideally, have tried Immutable or built on Ethereum)
