Job details

Product Support Specialist

Ava Labs builds high-performance blockchain infrastructure powered by Avalanche and a world-class team of computer scientists, finance experts, and Web3 leaders. They are seeking a Product Support Specialist to serve as first-line technical support for end users, create self-help content, triage and report bugs, and surface user feedback to product and engineering teams.

Skills

Passion and working knowledge of Web3 and Layer 1 blockchain concepts
Familiarity with JIRA, Confluence, and similar tools
Experience with Help Desk ticketing platforms (e.g., Intercom)
Ability to create walkthroughs using screen capture and create user-friendly documentation
Experience with blockchain community engagement and social channels (Discord, Reddit, X)
Strong troubleshooting, sleuthing, and technical problem-solving skills
Excellent empathy, active listening, client-facing, and communication skills
Strong organizational and time-management skills; ability to handle multiple complex problems

Responsibilities

Respond to end-user inquiries via Help Desk ticketing and social channels (Discord, Reddit, X) about Avalanche products and blockchain transactions
Write and maintain visual and written how-to guides and support documentation for the Avalanche ecosystem and Core suite
Report and escalate user feedback, trends, and complex issues to PMs, Developer Relations, or Platform Engineers
Collaborate with Product Support teammates to provide subject matter expertise and consistent customer service
Test, document, and report bugs in Avalanche products and related software/hardware (Core Suite, Explorer, Ledger wallet, etc.)
Participate in department meetings to share end-user feedback and support findings

Education

No specific degree required; relevant support or blockchain experience expected
Bachelor's degree in Computer Science or related field preferred

Benefits

Remote work across North America or office presence in Brooklyn, NY
Opportunity to work with a pioneering Web3 team and early-stage blockchain products
Collaborative, cross-functional environment with exposure to product, engineering, and developer relations
Competitive salary range with potential for growth and learning in Web3

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Product Support Customer Support Web3 Blockchain Avalanche Intercom JIRA Confluence Wallet Ledger Core Help Desk Community Troubleshooting Developer Relations

Ava Labs Glassdoor Company Review

4.6

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CEO of Ava Labs

Emin Gun Sirer

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Average salary estimate

$80558 / YEARLY (est.)

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max

$71607K

$89509K

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