Ava Labs is looking for a part-time Product Support Specialist to be an integral part of the Product Support Team. This individual will be the first line of contact for all public-facing requests to provide accountability and excellent service to all community members. The main function will be to answer technical questions from users who need help building on and interacting with the Avalanche ecosystem and products with weekend coverage.

WHAT YOU WILL DO

• Primarily responsible for weekend coverage to ensure users are assisted as soon as possible with their inquiries
• Support end user and level 0-1 developer issues through Intercom (helpdesk ticketing system) and other social channels such as Discord. This includes issues/questions regarding Avalanche platform and products (Core, Interoperability solutions, Explorers, etc…),  Avalanche L1s, blockchain transactions, and other 3rd party crypto services, products, and coins/tokens that interact with the Avalanche Network
• Collect information on the issues developers face when building on the Avalanche network to escalate to the Developer Relations or Platform Engineering teams
• Write, edit, and maintain a vast library of how-to guides, informative articles, and other support documents regarding the Avalanche ecosystem to facilitate self-support for as many requests as possible and preserve engineering resources 
• Ability to create walk-through videos and GIFs using screen-capture software
• Report user feedback, suggestions, and trends occurring for users to appropriate teams and escalate more complex issues to PMs, Developer Relations, or Platform Engineers as needed
• Collaborate with other Product Support Team members in providing internal teams and external users with exceptional customer support and serve as a subject matter expert
• Testing, documenting, and reporting bugs in Avalanche products and related software/hardware (Core Suite, Explorer, Ledger wallet, etc)
• Other duties as assigned

WHAT YOU WILL BRING

• A passion for all things web3
• Familiarity with JIRA, Confluence, and other similar programs
• Moderate knowledge of Layer1 blockchains and a proficient understanding of web3 technologies
• Ability to create walk-through guides, including the use of screen capture software
• Experience in blockchain community engagement
• An ability to work independently and within teams alike
• Experience with helpdesk ticketing platforms such as Intercom
• Excellent problem-solving and sleuthing skills
• Excellent empathy, active listening, and resiliency skills
• Strong organizational and time management skills
• Able to effectively manage multiple diverse and complex problems at the same time
• Exceptional client-facing and customer service skills including relationship building/management and verbal communications

NICE TO HAVE

• Bachelor's degree in Computer Science
• Familiarity with the Bitcoin network’s address and transaction structure
• Familiarity with the Avalanche X and P-Chains

Hourly Range: $26.15 to $32.60

(**This is not a guarantee of compensation or salary, a final offer amount may vary based on factors including but not limited to experience and geographic location.)

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