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Developer Support Engineer (APAC)

OP Labs

OP Labs

Software Engineering, Customer Service
Remote
Posted on Saturday, January 20, 2024

We believe Ethereum has the potential to solve some of humanity’s most crucial coordination issues. Since our initial inception as a research group, we have sought to scale both its technology and values.

At present, the most pressing bottleneck to the growth of Ethereum is its performance and scalability. We are building the most elegant solution to this problem. We do this in the open (under an MIT open source license) because we believe in open source innovation and its ability to accelerate growth.

OP Labs is building Optimism mainnet, and by extension, the infrastructure that powers all OP-Stack chains. We are improving Ethereum’s performance by orders of magnitude and donating the profits from doing so to funding Ethereum public goods. By operating as a Public Benefit Corporation, OP Labs can align its incentives with the public good and take positive-sum steps toward a sustainable future for the internet.

OP Labs is seeking a Developer Support Engineer for the APAC (Asia Pacific) region to join our Developer Relations team. You will be responsible for providing stellar developer support for dapp builders and OP Chain customers, specializing in helping customers in the region. This includes resolving issues from key partners, unblocking developers, and assisting new customers in getting their OP Chains live. You will also work closely with other members of the Developer Relations team to ensure that customer needs are being met and to provide feedback to the product team.

This role is fully remote, though candidates must be prepared - and ideally located - to support APAC time zones (roughly GMT+5 through GMT+12).

What are the role responsibilities?

  • Provide technical support for the APAC region, including handling support requests, triaging issues, and assisting in the development of new support processes or tools tailored to regional needs.
  • Address partner and customer issues in the APAC region efficiently and effectively, collaborating with the Developer Relations, Product, and Engineering teams to resolve complex issues.
  • Assist in tracking and reporting all issues, contribute to the development of key metrics, and create reporting methods tailored to the regional context.
  • Act as an advocate for APAC developers using OP products, focusing on long term and proactive solutions to common challenges.
  • Work closely with the product team to provide feedback and to identify opportunities for product enhancements that cater to the region.
  • Help develop and maintain documentation and training materials to support customers and internal teams, taking into account regional languages and cultural nuances.
  • Coordinate with the Optimism Foundation to grow a technical support contributor team focused on the APAC region.

What skills do you bring?

  • 3+ years of experience in technical support, with an exceptional track record of customer service for very technical customers.
  • Must be located in an APAC time zone (roughly, GMT+5 through GMT+12), or otherwise prepared to work predominately those hours.
  • General familiarity with blockchain technology and Solidity.
  • Strong technical skills and experience with troubleshooting complex issues.
  • Excellent communication and interpersonal skills, and the ability to work effectively with customers, internal teams, and external partners.
  • Multilingual a strong plus

What will you like about us?

  • We take care of our employees. Competitive compensation, fully paid medical, dental, and vision, and a 4% 401K match—learn more about our benefits, culture, and all recruiting FAQ here.
  • We take pride in the accomplishments of our teammates and support each other in doing the best work of our careers.
  • Our team is a diverse group of people from varied backgrounds. We cherish our eclecticism and consider it a great strength.
  • We’re fully remote, deeply engaged, highly skilled, and like to have fun.
  • We think long-term. Our founders have been scaling Ethereum since 2015.

We strongly encourage candidates of all different backgrounds to apply. We believe that our work is stronger with a variety of perspectives, and we’re eager to further diversify our company. If you have a background that you feel would make an impact at Optimism, please consider applying. We’re committed to building an inclusive, supportive place for you to do the best work of your career.