Company
A US-based technology startup founded by experienced serial entrepreneurs with prior successful exits.
Product
A decentralized AI compute network that aggregates GPUs from around the world into a single, scalable platform, a cost-efficient alternative to centralized cloud providers. The network is used by three key participants: developers building and deploying AI applications, hardware providers (nodes/hosts) contributing compute resources, and protocol contributors advancing the core technology.
Role
As the sole Tech Support Engineer, you will connect network participants and the open-source community with the core engineering team, resolving technical issues, and progressively owning more end-to-end.
Key responsibilities
- Communication & Case Management
- Own user-facing communication across Discord and Telegram: set expectations, provide status updates, and close tickets with clear outcomes.
- Escalate complex cases to engineers with well-structured technical context, and stay in the loop through to resolution.
- Perform initial triage: identify whether an issue is a bug, misconfiguration, environment problem, network fault, or a participant-side issue.
- Technical Support & Diagnostics
- Help network participants troubleshoot connectivity, configuration, synchronization, transaction, and upgrade issues.
- Collect and analyze logs, metrics, versions, configurations, and environment details to reproduce and diagnose failures.
- Search for solutions across documentation, GitHub, issue trackers, community threads, and internal knowledge bases.
- Assist engineers in testing fixes and protocol changes that affect network participants.
- Participate in releases and post-release monitoring: track symptoms, gather feedback, identify regressions.
- Process Improvement & Expertise Development
- Improve documentation and runbooks based on recurring issues.
- Automate repetitive support cases and workflows.
- Gradually deepen your expertise in the blockchain protocol and infrastructure — this role is a real opportunity to grow into the technical depth of a production L1 network.
What we expect
- 2+ years of experience in technical support (L2), infrastructure, QA, or a closely adjacent engineering role.
- Confident with Linux: shell, processes, file system, basic network diagnostics, log collection and analysis.
- Understanding of client-server architecture: HTTP, error codes, timeouts, and integrations.
- Systematic approach to problem-solving: reproduce, gather facts, form hypotheses, test, document results.
- Ability to reproduce bugs and write clear, structured bug reports.
- Basic experience with Git and understanding of development workflows (PRs, code review).
- Strong written communication skills: clear questions, concise reports, precise async updates.
- Understanding of blockchain fundamentals (nodes, transactions, RPC) or a genuine motivation to learn quickly.
- Russian and English at B2+ level
Nice-to-haves:
- Hands-on experience with monitoring and logging tools (Grafana/Prometheus, ELK/Loki, Sentry, or equivalents) for diagnostics.
- Experience supporting or operating blockchain networks (Cosmos-based, Ethereum, Substrate, or similar).
- Understanding of basic security concepts: key management, signatures, common user mistakes, and potential attack vectors.
- Experience with Docker and containerized environments.
- Familiarity with AI/LLM inference as a service (latency, throughput, queues, degradation), even at a conceptual level.
- Incident management experience: on-call rotations, postmortems, runbooks, SLA tracking.
What we offer
- Fully remote work
- Competitive base salary
- Opportunity to build the support function from scratch
- Learn from strong engineers in a real production environment
- A startup environment where you can explore different areas
