Product Support Engineer (Blockchain)

Kiln•New York, NY

29d•$90,000 - $150,000•Remote

About The Position

Kiln is now part of the prestigious French Government program #FT120 from La French Tech ! 🎉 🇫🇷 As a Product Support Engineer , you will own relationships with all our customers based in the Americas (and some prospects) while working closely with a local growing GTM team as well as our Europe-based Product team. Your objective will be to ensure customers successfully integrate our API-first products ( https://docs.kiln.fi/v1/ ) and continuously improve their staking/DeFi activities.

Requirements

2+ years of technical customer support experience in a B2B software company — including customer onboarding, troubleshooting, and user training.
Proven experience with API troubleshooting, software implementation, testing, and deployment processes.
Experience with Postman or another API testing tool.
Strong ability to prioritize and resolve support tickets effectively.
Outstanding communication skills across all channels.
1+ year of experience in web3, blockchain, and cryptocurrency, or proven personal experience (eg. side project, hackathon...) — with solid understanding of protocols, staking, and DeFi.
Fluent (written and spoken) in English

Nice To Haves

Experience working in a fast-growing startup.
Fluency in Spanish and/or Portuguese.
Genuine interest in Web3 , blockchain, cryptocurrency, and smart contracts

Responsibilities

Help business clients understand the staking process, available options, and how to use Kiln's staking services effectively.
Address client inquiries related to staking, troubleshoot any issues they may encounter, and guide them through the resolution process.
Communicate new features, updates, and improvements to the staking platform, ensuring clients understand how these changes may impact their staking activities.
Contribute to and maintain a comprehensive knowledge base of staking-related information, including FAQs, guides, and tutorials, to help clients quickly find answers to their questions.