Technical Support Engineer

ABOUT EIGEN LABS

EigenLabs is revolutionizing crypto-economic security with EigenLayer, our groundbreaking solution that allows blockchain projects to leverage Ethereum's established security. We're breaking the scaling trilemma, enabling unprecedented scalability while maintaining security and decentralization. By allowing services to build upon Ethereum's trust network, we're unleashing a new era of innovation in the blockchain space.

THE ROLE

As the team’s first Technical Support Engineer, this hire will play a critical role in supporting a large number of customer bases within the EigenLayer ecosystem. You will be the bridge between our innovative technology and the community’s needs. We are seeking out a technical expert who can provide rapid and effective solutions. Someone who is capable of enhancing and improving the experience of dApp users, developers, and business partners. 

WHAT YOU WILL DO

• Diagnose and troubleshoot issues across Eigen Layer, Etherscan, and dApps, while leveraging a strong understanding of their functional integration to assist customers effectively.
• Provide specialized support for Native Restakers, helping troubleshoot validator-related issues (slashing, exiting, and new validator setup).
• Apply frontend troubleshooting skills to identify root causes, using tools like Curl to verify UI data and browser consoles to investigate root causes in the stack.
• Proactively manage customer relationships by driving regular check-ins, follow-ups, and ensuring timely resolution of issues.
• Utilize and update the existing Runbook and documentation to streamline support processes and maintain knowledge continuity.
• Navigate the support stack and builder community spaces (Linear, Discord, Intercom, and Telegram) to manage tickets/requests, with a focus on transitioning more inquiries to Intercom for efficient handling.

WHAT YOU WILL BRING

• Demonstrated experience in a technical support role, with specific expertise in diagnosing blockchain-related issues.
• Strong knowledge of blockchain concepts relevant to validators and decentralized applications, including experience working with Etherscan and dApp diagnostics.
• Familiarity with frontend development and troubleshooting, including experience using tools like curl and browser consoles to investigate issues.
• Experience deploying and maintaining technical environments built with: Rust, NodeJS, Foundry, Anvil Docker, Typescript, and/or Solidity 
• Proactive problem-solving abilities, with a customer-first approach to managing support cases and a commitment to timely follow-ups.
• Excellent communication skills, with experience providing high-touch support across platforms (Discord, Intercom, Telegram).

NICE TO HAVE

• Experience supporting validator setups and maintenance within a blockchain environment.
• Knowledge of EL Hyperobject (or willingness to ramp up in this area).
• Hands-on experience with decentralized applications or blockchain industry experience. 

In compliance with local law, we are disclosing the compensation, or a range thereof, for roles in locations where legally required. The annual salary range for this position is $125,000 - $160,000. Other rewards may include short- and long-term incentives, and program-specific awards. In addition, Eigen Labs provides various employee benefits, including:

• Competitive salary and equity (tokens and options)
• Comprehensive insurance (medical/dental/vision)
• Stipend for your ideal remote set-up
• Flexible hours and a supportive remote environment
• Unlimited vacation: Take time when you need it (and we really mean it!)
• 401(k) retirement plan
• Monthly wellness benefit
• Yearly off-sites
• Paid Parental Leave

This is not a guarantee of compensation, final offer amounts may vary based on various factors including but not limited to: professional work history/experience, depth of skills demonstrated through interview process, and geographic location

*If hired outside of the US through an EOR, benefits will be offered based on specific country requirements and EOR offerings.

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