Principal (Tier 3) Support Engineer

Abra

United States of America
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 03/29/2021
  • Website: abra.com
  • Company Address: , Mountain View, CA

About Abra

Abra is an all-in-app where you can buy, sell, and hold 30 cryptocurrencies, 50 fiat currencies, and the first of its kind crypto index (the BIT10).

Job Description

Abra’s mission is to provide an open, global financial system that is easily accessible to everyone. To accomplish this, we want to build a global crypto bank starting with simple crypto investing, lending, and payments.

We are looking for a talented Principal (Tier 3) Support Engineer (reporting into Engineering) to join us to build out our crypto banking products – like interest-bearing accounts and low-cost credit products – on top of the blockchain ecosystem.

Position Overview

As a Principal (Tier 3) Support Engineer, you will diagnose and troubleshoot the most difficult customer related problems that we face. You will work closely with engineering to improve our product, and liaison with our support organization.

Responsibilities

  • Collaboratively identify system and user issues that cause product related issues to our users
  • Work with engineering and support team to document workarounds, or file bugs
  • Provide one on one investigation and help to our most important customers
  • Collaborate with local and remote colleagues, following up on escalations and handling hand-overs to/from other customer service reps
  • Act as the voice of the customer internally, providing insights to different areas of the business to help build a better product, and presenting findings and feedback to executives
  • Suggest and implement improvements to processes and policies

Skills and Requirements

  • Organized, methodical, detail-oriented
  • Relentless and self-motivated
  • Highly productive and with strong work ethic
  • Experience structuring and running processes
  • Able to charm customers
  • Excited to chase down open issues through completion
  • Enjoys diagnosing and solving complex technical problems
  • Work well in both team-oriented and self-directed environments
  • Strong written and verbal communication skills in English
  • Experience working with CRM systems, e.g., Zendesk, JIRA, Salesforce
  • Read/Write SQL queries with ease
  • Able to dig in logs via grep, Lucene search syntax
  • Bonus: personal experience with cryptocurrencies
  • Experience with linux, running command line tools

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.