Customer Support Engineer
2 days ago
Your mission
The Hashgraph Group (THG) is a global organization headquartered in Switzerland, and is a part of the Hedera Hashgraph ("Hedera") ecosystem.
Hedera is a revolutionary proof-of-stake public Distributed Ledger Technology (DLT) network that is fast emerging as the gold standard in DLT for enterprise-grade solutions and decentralized applications (dApps). Hedera is governed by a council of the world's leading organizations - which include Google, Boeing, IBM, Dell, Deutsche Telekom, LG, Abrdn, London School of Economics, to name a few.
THA works closely with enterprises, startups, governments, and academic and training institutions around the world to deliver financing, custom-design solutions, and professional training and innovation programs, aimed at accelerating the development and utilization of the Hedera Hashgraph network.
Your profile
About the Role
Join a team at the forefront of decentralized technology. As a Customer Support Engineer, you'll be the vital link between our users and our engineering teams, solving complex issues that go beyond the reach of automation. You'll investigate, diagnose, and resolve technical challenges across our distributed ledger ecosystem, ensuring trust and reliability for every user.
What You'll Do
· Advanced Troubleshooting: Dive deep into ledger forensics, analyze cryptographic proofs, and debug smart contract interactions.
· Incident Response: Triage and escalate critical incidents, collaborating with DevOps and engineering to resolve network or API issues.
· Developer Support: Guide developers through SDK implementation, EVM contract debugging, and dApp connectivity challenges.
· AI & Knowledge Engineering: Identify gaps in AI-driven support, create knowledge articles, and help train our AI to handle future cases.
· Stakeholder Communication: Deliver clear, concise incident reports and technical guidance to both technical and non-technical audiences.
What You Bring
· Technical Expertise: 3+ years in L2 support or software engineering, with hands-on experience in JavaScript, Solidity, or Java.
· Blockchain/DLT Knowledge: Strong grasp of cryptography, EVM mechanics, and blockchain protocols. Experience with Hedera, Hashgraph, or similar platforms is a plus.
· Diagnostic Skills: Proficient with API tools (Postman, cURL), log analysis (Splunk, Datadog), and blockchain explorers (Etherscan, HashScan).
· Problem-Solving: Methodical troubleshooting approach—hypothesize, test, and validate root causes.
· Communication: Ability to translate complex technical issues into actionable insights for diverse audiences.
Why us?
What we offer
A unique opportunity to be a part of the world's leading DLT ecosystemSignificant career growth potential in a fast growing sectorWorking with colleagues and on projects across the globeOpen and direct communication, flat structuresFlexible working hoursCompetitive salary package
About us
The Demo Daten GmbH is a fictional company created by Personio to familiarize our customers with our software.
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