Customer Support Engineer

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About Kaleido:

Kaleido is a rapidly growing start-up aiming to make blockchain radically simple for organizations to adopt so that our societies will fully benefit from decentralized models and technologies.

Kaleido is set apart by its culture focused on putting people first and that’s manifested in how we treat each other, how we build products, and how we deliver it to our customers. Our team comes with deep technical experience and a dedication to the project, but we still like to have fun and take full advantage of our startup environment by playing ping pong during breaks, enjoying beer on the tap after work, regular team outings and more.. We are based in a startup hub in the heart of downtown Raleigh, NC. We are continually growing and looking for more like-minded individuals. Find out more at

We move fast, put real product in customers’ hands, and iterate and learn as we move towards scale. This will allow you to make an immediate, high impact within a small, and nimble team.

About ConsenSys:

Kaleido is incubated by ConsenSys, a venture production studio and the leading technology firm in blockchain globally. ConsenSys was started by co-founder of Ethereum Joseph Lubin, with over 50 projects and 1,000+ members around the world. The ConsenSys mission is to use the decentralized solutions from its projects to fundamentally reshape the economic, social, and political operating systems of the planet.

We are looking for ambitious team players to join our cutting-edge customer engineering team! This position is for individuals who are highly motivated, self-directed and have a desire to work on a blockchain cloud-based platform. You must possess excellent analytical and communication skills, exhibit professionalism, able to learn new technologies quickly, and have the passion to deliver outstanding support.

The Customer Support Engineer is a customer-focused expert and is responsible for Kaleido’s handling and execution of high severity cases as well as implementing and finding ways to prevent customer issues through proactive support and monitoring.

This role may require work outside of normal business hours, holidays and some weekends as this is an on-call position.

  • Meet with Customers to understand and capture their business context and requirements for monitoring, provide second level expertise and coaching to other Engineers on the team
  • Provide expert-level technical support to high touch clients.
  • Track and maintain all client communications and case documentation, define follow-through and action plans to case resolution.
  • Manage client support cases on a daily basis, manage escalations and expectations for both the client and Internal personnel, assist clients in optimizing their use of the application platform via workflow guidance or by identifying automation, proactive monitoring, and integration opportunities.

Minimum Quals and Skills:
  • Experience managing production support tickets for a live system
  • Leadership expertise to act as a focal point for customer support, ensuring the whole Kaleido team is organized to deliver a high quality post-sales support experience
  • Familiarity with modern SaaS DevOps practices, and triaging/routing/tracking technical issues being worked across the Development team
  • Experience organizing a team for responsive 24x7 DevOps
  • Bachelor's degree in computer science or equivalent experience
  • 7+ years of prior experience in Technical Support/Services related role and/or 6+ years in technical account management
  • Comfortable interacting with all levels of customer
  • Ability to multi-task and perform effectively under pressure
  • Understanding of Internet technologies: firewalls, web servers, web proxy servers, etc.
  • Familiarity of both the front-end web tier (JavaScript, AJAX, HTML, DHTML, CSS, and cross-browser development) and back end (Java,.Net, SQL) software development
  • Familiarity with a modern continuous delivery development culture and toolset

Preferred Quals:
  • Proven experience or expertise in the following:
  • Cloud-based hosting (AWS/Azure/GCE)
  • Containerization (Docker/Kubernetes)
  • Continuous Delivery Pipelines (Jenkins/Travis/Concourse)
  • NoSQL Databases (MongoDB/Cassandra/CouchDB)
  • Log Management Tooling (ELK/Kibana/Splunk)
  • Operational Metrics and Alerting (Grafana/CloudWatch/Prometheus/PagerDuty)

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