Technical Support Engineer (US)

Full time / New York or East Coast Remote / ($90k-$150K + equity)

Kiln is now part of the prestigious French Government program #FT120 from La French Tech! 🎉 🇫🇷

As a Technical Support Engineer, you will be the highest level of technical escalation for our US customers and contribute to the continuous improvement of Kiln's engineering and customer support practices. You will work closely with a local Sales and Customer teams, as well as our Europe-based Engineering and Product teams

Responsibilities

• Technical support: Address client inquiries related to staking, troubleshoot any issues they may encounter, and guide them through the resolution process.

• Debugging: Help identifying issues by interacting with our stack and data platform, raise in-depth tickets to help guide engineers to fast resolution.

• Onboarding and training: Help business clients understand the staking process, available options, and how to use the company's staking services effectively.

• Knowledge base and documentation: Contribute to and maintain a comprehensive knowledge base of staking-related information, including FAQs, guides, and tutorials, to help clients quickly find answers to their questions.

Tools: Linear, Postman, Incident.io, Slack/Pylon, Notion, Gong, HubSpot, Postman, Github…

Stack: SQL, Golang, PHP/Laravel, API REST, AWS/Kubernetes, Solidity, JavaScript/Typescript

Requirements

• 5+ years of technical customer support experience in a B2B software company — including customer onboarding, troubleshooting, and user training.

• 1+ year of experience in web3, blockchain, and cryptocurrency — with solid understanding of protocols, staking, and DeFi.

• 1+ year of professional experience with SQL (Postgresql or other)

• Proven experience with API troubleshooting, software implementation, testing, and deployment processes

• Strong ability to prioritize and resolve support tickets effectively

• Strong problem solving ability (debugging)

• Outstanding communication skills across all channels

• Native or business-level English proficiency

Nice-to-have:

• Experience working in a fast-growing startup

• Experience with Postman or another API testing tool

• Experience with incident management tooling like Incident.io

• Experience with observability tools (Grafana, DataDog, NewRelic or equivalent)

• Experience with programming in Go, PHP, Typescript or equivalent

• Personal experience with staking cryptocurrency

About Kiln:

Kiln is the leading enterprise-grade rewards platform that enables institutional customers to stake assets and integrate staking & DeFi functionality into their offerings. Our API-first platform provides fully automated validators, staking & DeFi protocols access, and comprehensive data and commission management.

With $11+ billion in crypto assets staked through our platform, Kiln has established a strong presence on Ethereum, managing over 5% of the network through 45,000+ validators — all with zero slashing events.

Kiln serves more than 140 leading customers, including Binance, BitPanda, Bitgo, Fireblocks, VanEck, and TrustWallet.

Our team of 90 ecosystem enthusiasts brings experience from industry leaders like Google, Circle, Ledger, Chainalysis, and other prominent technology and cryptocurrency companies.

We've raised $30M in total funding from prominent investors including 1kx, Crypto.com, Illuminate Financial, Consensys, Wintermute, Kraken Ventures...

Join Kiln and help us make the web more secure, stable, decentralized, and fair!

How Kiln will support you:

• A fast-paced, no bureaucratic work environment

• Equity share options in the business: if Kiln succeeds, we all succeed!

• Competitive salary

• Flexible holiday

• Flexible remote working

• Internet connection paid up to €50/month

• Significant personal development and tech conf budget

Your interview process