Job Description for Product Support Specialist at Offchain Labs - Remote
At Offchain Labs, we are not just building products — we’re leading a movement.
We are committed to creating a decentralized, secure, and transparent future through blockchain technology. Our mission is to push the boundaries of blockchain innovation and foster a creative, collaborative, and inclusive culture where ideas can come to life. We know that the future of blockchain technology is limitless, and the best way to achieve this is by working with the brightest minds.
We’re looking for thinkers and doers who are eager to embrace new challenges and seek solutions that will push existing boundaries. If you believe in the importance of transparency, trust, and the decentralization of control, and if you’re curious, adaptable, and want to disrupt the status quo, then we want to hear from you.
Why Offchain Labs?
Our team is committed to bridging the gap between the current state of blockchain and its potential. Our flagship product, Arbitrum One, is a dominant force in Ethereum scaling and is trusted by enterprises, developers, and users worldwide. But that’s just the beginning. Our passionate team is constantly building on this success, rolling out innovative tools such as Arbitrum AnyTrust, Arbitrum Orbit, Stylus, BoLD, and Arbitrum Nitro. Offchain Labs also contributes to the Ethereum core protocol with the Prysm consensus client.
Following the successful raising of $3.8M in seed funding in January 2019, as well as $20M in Series A and $100M in Series B funding in 2021, we are looking to expand our team. We invite individuals with a strong interest in blockchain and a talent for approaching problems from unique perspectives to join us in shaping the future of this dynamic field.
As part of the Product Support team, you will play a critical role in ensuring that users, partners, and developers in the Arbitrum ecosystem receive world-class support. You will own the daily support workflows, triaging and resolving incoming inquiries, working closely with Partnerships, Engineering, Product, and the Arbitrum Foundation. This role is crucial in ensuring smooth escalation processes, optimizing response times, and reducing engineering overhead by resolving as many tickets as possible before escalation.
What You’ll Do:
- Own and manage incoming support requests.
- Serve as the first point of contact for tickets related to in-house products.
- Triage, respond to, and resolve inquiries whenever possible, escalating when necessary.
- Work closely with cross-functional teams to ensure escalations contain all required information to minimize back-and-forth.
- Maintain and improve internal support documentation to reduce redundant inquiries.
- Identify trends in support tickets and proactively surface insights to the Product team to improve UX.
- Assist in onboarding additional Product Support team members as the function scales.
Who You Are:
- Experience: 3-5 years in a Technical Customer Support role, or closely related capacity.
- A highly organized and detail-oriented individual who thrives in a fast-paced environment.
- Excellent written and verbal communicator, capable of breaking down technical concepts for both engineers and non-technical users.
- Passionate about blockchain, Ethereum, and scaling solutions like Arbitrum, with a fundamental understanding of bridging, wallets, and aggregator logic.
- Comfortable working cross-functionally with Product, Engineering, and Partnerships teams to ensure seamless support workflows.
- Experienced in handling support queries, documenting processes, and building a structured approach to technical issue resolution.
- Able to track multiple tickets, maintain visibility on escalations, and ensure that no issue goes unresolved.
- Strong analytical skills with the ability to identify patterns in support inquiries and proactively recommend product improvements.
Perks:
- Remote-first global workforce
- Annual company offsite + team onsites
- Professional reimbursement program (facilitates industry conference attendance, certifications, and more)
- Medical, dental & vision coverage (US + some other countries)
- 401k retirement plan + company match (US only)
- Wellness stipend
- Home office set up / ergonomic equipment program.
Attention Offchain Labs Job Seekers:
Please be advised that there has been a rise in fraudulent recruiter activities, particularly within the Web3 space. If you would like to confirm whether someone is an OCL employee or the legitimacy of an offer you received, please email [email protected]
At Offchain Labs, we believe that diversity, equity, inclusion and belonging are essential to our success. We are committed to building a welcoming and supportive workplace for all employees, regardless of their background or identity. We strive to create an environment where everyone feels valued and has an equal opportunity to succeed and thrive. We encourage candidates from all walks of life to apply and join our team.
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