📝 DRAFT — 1st Line Customer Support Engineer at Input Output Hong Kong - "IOHK"

1st Line Customer Support Engineer Input Output Hong Kong - "IOHK" 💼 Tech ⏰ Full Time 🌍 Japan or US

posted 2029 days ago ✅ 22 applications

About the Job

At IOHK, we are at the forefront of cascading disruption. It’s a big mission and one that can only be achieved with the help of the best people in the industry. We are proud of the diversity that our organization already has. Our company is comprised of people from all around the globe, united in a common goal to achieve our aims of scalability, interoperability, and sustainability of complex systems.

We make hiring decisions based on characteristics such as aptitude, attitude, and experience. In this way, we can ensure that our organization’s goals and mission always remain at the forefront and within reach.

As a 1st Line Support Engineer working on our Technical Service Desk, you’ll have the opportunity to work remotely, diagnosing and troubleshooting software and hardware problems to help our customers install and use our applications. You will interact with a diverse growing global community of users across a portfolio of products, built around our third generation blockchain technologies.

Reporting directly to the Technical Support Desk (TSD) Manager, you will work with some of IOHK’s most strategic customers and be uniquely positioned to feed customer experiences and challenges back into the engineering, project management and marketing teams.

Ultimately, you will be the person our customers trust to resolve their issues when they need help the most. Are you up to the challenge?

Wherever you decide to work, you will be supported by and be part of IOHKs remote work culture that emphasizes online communication via Trello, Slack, GitHub, Hangouts.

Skills & Requirements:

We expect to see:
Skills and Knowledge - At least 1 year of technical support experience (Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role). Experience with customer or technical support platforms; Zendesk knowledge is a plus. Excellent problem-solving and communication skills. Ability to work in a fast-paced, diverse work environment with great follow through on tasks. Ability to work independently, this position is 100% remote.

Resolution of customer technical issues: You’ll display empathy and resourcefulness in interacting with customers and resolving their technical issues, this will require excellent interpersonal skills and the ability to work autonomously with minimal supervision. You’ll be able to communicate technical details effectively to people with various levels of technical skill and knowledge. Take ownership of customer issues reported and following problems through to resolution with the ability to research, diagnose, troubleshoot and identify solutions to resolve requester issues. Following standard procedures and using proper escalation for unresolved issues along with liaising as appropriate with internal teams to resolve issues and build our knowledge base.

Key Responsibilities:
 Provide prompt and accurate technical support to our customers
 Take ownership for and track issues from submission through to resolution (entire lifecycle) and within agreed time limits
 Assist in Researching and identifying solutions to technical software and hardware issues
 Ask customers targeted questions to quickly understand the root of the problem so it can be documented in an unambiguous manner.
 Guide customers through a series of actions via email, until they solve their technical issue
 Develop and maintain good relationships with our customers
 Act as primary technical support lead for one or more of our testnets helping us to gather vital feedback from the community before the features are launched into production (mainnet)
 Prioritize and manage several open issues at one time
 Assist in properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
 Prepare accurate and timely reports for managers
 Document support issues and contribute to our knowledge base in the form of notes, manuals (runbook), knowledge base, and FAQ
 Work directly with other technical support staff, quality assurance, engineering, sales, marketing, operations, and administration to resolve problems
 Resolve customer technical issues through diligent research, reproduction, and troubleshooting.

Completion of a relevant degree such as Computer Science or Software Engineering, would be beneficial.

Language skills: We support a global client base so any languages in addition to English will be highly beneficial, in particular Japanese, Korean or Chinese would stand out.

Desirable Knowledge / Experience:
Understanding of distributed computing environments
Understanding of blockchain technologies
Understanding of cryptocurrency principles and processes
Understanding of software development and coding

What we value:
 Passion for working alongside teams that want to explore new frameworks and systems that are more fair, open and transparent.
 Collaboration and Inclusion: Innovation happens when people from different backgrounds and disciplines work closely together in an environment of respect and trust. You will help bring people into the conversation.
 Transparency: Trust is built on openness and transparency. For example, all our code is open source and we share information openly with communities and colleagues.
 Ability to work autonomously with minimal supervision. We offer a dynamic working environment that suits people who are self-motivated and can work autonomously. You will naturally have strong communication and organisational skills and can work on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors.

In addition to working on ground breaking projects, you’ll also get in return:
 Opportunity to work remotely
 Flexible hours
 20 days paid service interruption
 Paid public holidays
 5 days paid sick leave

About IOHK
In 2015 IOHK founders, Charles Hoskinson and Jeremy Wood, set out to cause cascading disruption, committed to using peer-to-peer innovations to provide financial services to the three billion people who don’t have them. They knew back then that they had to first create a place that was designed to enable such unprecedented ambition. A place where incredibly talented individuals are actually empowered to put their best work into the hands of millions of people to build on and explore new ways of working together. As IOHK continues to grow, we hope that these principles will serve each new person joining our ranks.

Some projects that we've recently completed or are working on:

IOHK | A vision for blockchain in Africa
Cardano Whiteboard: Overview with Charles Hoskinson
IOHK | Cardano Testnets. May 2018

When you apply… Please include an up-to-date resume. We also strongly encourage you to include a cover letter explaining why you’re interested in working at IOHK.