Support Escalation Engineer

About Bloxroute

bloXroute is the "Flash Boys" for DeFi. It created the first and only high performance blockchain distribution network (BDN) with the best solution for Ethereum, BSC, and Polygon. The bloXroute BDN and DeFi trading tools allow its users to win at crypto trading. The BDN utilizes a global network of servers optimized for network performance. Nodes access this network through open source gateways and users can access it through the bloXroute public-API.

The BDN network propagates blockchain transactions and blocks closer to the speed of light. It provides traders with the speed and reliability required for crypto transactions. bloXroute is the leader in mempool services, block streaming and anything Defi performance. The BDN also allow blockchains to scale by speeding the time it takes to communicate the current state. The BDN fast communication reduce the blocks’ size and frequency limits. This is true for all consensus mechanisms, including Proof of Stake, Proof of Work, and DAGs.

At bloXroute, we consistently push the boundaries of MEV, pioneering new markets and collaborating closely with industry makers to unlock previously unattainable opportunities.

Our MEV services are dedicated to equipping DeFi searchers and market makers with cutting-edge tools. Our mission is to empower users on Ethereum, BNB, and Polygon by ensuring they maintain a competitive edge in the ever-evolving landscape of MEV.

Our Team takes pride in crafting enterprise-level solutions at lightning speed, prioritizing nanosecond-level optimization to achieve the fastest time to market. We thrive on the pursuit of perfection beyond the millisecond.

We encourage you to apply even if you don't match all of the qualifications listed.

bloXroute is seeking an experienced Support Escalation Engineer. This role is crucial in addressing and resolving complex technical issues escalated from the first level of support. Leveraging your deep technical expertise and excellent problem-solving skills, you will ensure that our customers receive timely, effective, and professional support. Your role will involve close collaboration with our engineering teams to diagnose and troubleshoot software issues, making your contribution vital to our commitment to customer satisfaction and product excellence.

Responsibilities

• Serve as the point of escalation for complex technical issues, providing advanced troubleshooting support to resolve customer problems
• Collaborate with Engineering, Product, and other teams to identify, prioritize, and resolve product or service issues
• Analyze patterns of customer issues and contribute to root cause analyses to improve product quality and the customer experience
• Document solutions and create support materials to enhance customer and internal teams’ knowledge base
• Drive product improvements by providing feedback to engineering teams and product management, based on customer experiences and challenges
  
  

• 5+ years Experience in software development, with a strong background in technologies such as Golang, Python, C/C++, Assembly, JavaScript/TypeScript, Java/Kotlin, Solidity, Rust, and Elixir
• Expertise in information security and privacy, cryptography, blockchain technology, digital forensic analysis, reverse engineering, and security audits
• Proven track record of successful problem-solving and technical troubleshooting
• Excellent communication skills with fluency in English
• Ability to work collaboratively in a fast-paced, team-oriented environment
• Bachelor’s degree in Computer Science or related field