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 

• 3+ 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.

About You

• You are a self-starter and ability to take ownership, well organised, self-disciplined and effective when working autonomously on tasks and projects;
• You are responsive, collaborative and committed person with a high work ethic;
• You are a high class communicator who can articulate their views succinctly on calls or asynchronously in globally distributed, remote teams;
• You relish working in an agile start-up environment;
• You are a great listener who understands when to listen first and engages well with colleagues;
• You are a resilient, driven individual who is willing and able to continually develop and iterate to succeed;

What We Offer

• A mission-led, collaborative culture
• Opportunity to work with cutting edge technology and like-minded people who are contributing to the progression of Ethereum
• Competitive salary package / generous paid time off / annual growth budget
• 100% remote from any location with flexible hours
• Home office set up / co-working membership allowance
• Private healthcare in selected countries

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.