Senior Technical Support Engineer

Scroll is a Layer 2 scaling solution for Ethereum, specifically focusing on zkRollups. Key aspects of Scroll are zkRollup technology, Scalability, Efficiency, Security, and Developer-friendly. Overall, Scroll plays a crucial role in addressing Ethereum's scalability challenges and facilitating the growth of decentralized finance (DeFi) and other blockchain-based applications by providing a scalable and efficient Layer 2 solution. 

Position Overview 

Scroll is seeking an experienced Senior Technical Support Engineer to lead our technical support function. As the first hire in this role, you will shape support processes, tools, and metrics, addressing issues from partners and developers efficiently. You will collaborate closely with Engineering and Product teams to resolve issues and enhance the customer experience.

This is a dynamic role in a fast-paced blockchain environment, ideal for someone eager to grow with us.

Responsibilities 

• Act as the main point of contact for technical support, triaging and resolving issues with internal teams.
• Develop scalable support processes, tools, and documentation to improve efficiency and satisfaction.
• Define and report key support metrics, providing insights to leadership.
• Provide feedback to the Product team on customer pain points and suggest improvements.
• Serve as a technical liaison between customers and the Engineering team.
• Stay updated on Scroll’s technology and the evolving blockchain landscape.

Requirements 

• 5+ years of experience in technical customer support or a related role.
• Strong problem-solving skills and the ability to work independently.
• Excellent communication skills in English, with the ability to simplify technical concepts.
• Proficiency in scripting languages like JavaScript, Python, or Bash.
• Familiarity with monitoring tools such as Grafana or Prometheus.
• A “Customer First” mindset and eagerness to learn in a fast-evolving field.

Preferred Qualifications

• Experience in blockchain, Layer 2 solutions, or crypto technologies.
• Startup experience or familiarity with fast-paced environments.
• APAC or Europe location would be preferred.

What We Offer

• Mission-Driven, Collaborative, and Innovative Environment: Join a team united by a shared vision, working with like-minded individuals and cutting-edge technology to advance Ethereum and blockchain innovation.
• Comprehensive Compensation and Remote Flexibility: Benefit from a competitive salary package and generous discretionary benefits, while enjoying the remote work from anywhere with flexible hours. Additionally, receive support for your workspace with a home office setup allowance and monthly co-working membership stipend.
• Remote Hiring: For team members outside the US, UK, Canada, and Hong Kong, we engage under an independent consulting arrangement, offering the flexibility of payment (in Fiat, USDC, or etc).
• Private Healthcare Benefits: Private healthcare benefits through the Employer of Record (EoR) are only available in the US, UK, Canada, and Hong Kong.

Scroll is proud to be an equal opportunity workplace. We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you have a disability or special need, please let us know and we'll do our best to accommodate.