About the company
Offchain Labs is a New York-based company building Arbitrum, a suite of scaling solutions for Ethereum. Arbitrum One and Nova are powered by Nitro, our proprietary technology stack. Nitro’s next-generation rollup architecture provides 7x more throughput than Ethereum and lower fees without sacrificing any security. Prysm is an official Ethereum proof-of-stake client written in Go. Both individuals and institutions can use Prysm to participate in Ethereum's decentralized economy by running a node and earn rewards by running a validator to help secure the Ethereum blockchain. Upcoming Stylus will enable users to deploy programs written in popular programming languages like Rust, C, C++, and more, side-by-side with existing Solidity dApps on the same Arbitrum blockchain.
Job Summary
What You’ll Do:
📍Own and manage incoming support requests. 📍Serve as the first point of contact for tickets related to in-house products. 📍Triage, respond to, and resolve inquiries whenever possible, escalating when necessary. 📍Work closely with cross-functional teams to ensure escalations contain all required information to minimize back-and-forth. 📍Maintain and improve internal support documentation to reduce redundant inquiries. 📍Identify trends in support tickets and proactively surface insights to the Product team to improve UX. 📍Assist in onboarding additional Product Support team members as the function scales.
Who You Are:
📍Experience: 3-5 years in a Technical Customer Support role, or closely related capacity. 📍A highly organized and detail-oriented individual who thrives in a fast-paced environment. 📍Excellent written and verbal communicator, capable of breaking down technical concepts for both engineers and non-technical users. 📍Passionate about blockchain, Ethereum, and scaling solutions like 📍Arbitrum, with a fundamental understanding of bridging, wallets, and aggregator logic. 📍Comfortable working cross-functionally with Product, Engineering, and Partnerships teams to ensure seamless support workflows. 📍Experienced in handling support queries, documenting processes, and building a structured approach to technical issue resolution. 📍Able to track multiple tickets, maintain visibility on escalations, and ensure that no issue goes unresolved. 📍Strong analytical skills with the ability to identify patterns in support inquiries and proactively recommend product improvements.
The crypto industry is evolving rapidly, offering new opportunities in blockchain, web3, and remote crypto roles — don’t miss your chance to be part of it.
