Full-time - NYC or remote from USA

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 activities.

Responsibilities

• Onboarding and training: Help business clients understand the staking process, available options, and how to use Kiln's staking services effectively.
• Technical support: Address client inquiries related to staking, troubleshoot any issues they may encounter, and guide them through the resolution process.
• Platform updates and enhancements: Communicate new features, updates, and improvements to the staking platform, ensuring clients understand how these changes may impact their staking activities.
• Knowledge base and documentation: 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.

Tools: Slack/Pylon, Notion, Gong, HubSpot, Postman …

Stack: Solidity, Golang, JavaScript/Typescript, API REST, PostgreSQL, AWS/Kubernetes

Requirements

• 3+ 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.
• Strong ability to prioritize and resolve support tickets effectively.
• Outstanding communication skills across all channels.
• 1+ year of experience in web3, blockchain, and cryptocurrency — with solid understanding of protocols, staking, and DeFi.
• Native English speaker

Nice-to-have:

• Experience working in a fast-growing startup.
• Experience with Postman or another API testing tool.
• Fluency in Spanish and/or Portuguese
• Personal experience with staking cryptocurrency.