Technical Support Engineer – Helium Mobile - Remote

Overview

We are looking for a highly skilled Technical Support Engineer to join our team and serve as a critical bridge between our support and engineering teams. This role will serve as our L3 support engineer, handling complex technical escalations, working closely with the L1/L2 support team, and directly assisting customers when necessary. The ideal candidate is able to analyze and resolve high level technical issues, proactively improve troubleshooting processes, and contribute to the overall performance, security, and reliability of our systems.

In Short

• Diagnose and resolve advanced technical issues escalated from L1 and L2 support teams.
• Work directly with customers to provide expert-level troubleshooting and resolution.
• Monitor and optimize system performance, troubleshoot OS-level issues, and enforce security best practices.
• Troubleshoot complex routing, switching, VPN, firewall, and authentication issues.
• Assist in troubleshooting decentralized networks and understand tokenomics.
• Read and analyze code in JavaScript, Go, and Rust for troubleshooting and automation.
• Utilize tools for diagnosing system health and performance.
• Write efficient SQL queries for large datasets and analyze system performance.
• Collaborate with support analysts to share knowledge and improve processes.
• Identify recurring issues and develop internal documentation.

Requirements

• 4+ years of relevant technical and support experience.
• Strong understanding of Linux system administration and networking.
• Proven proficiency in debugging using various tools.
• Experience with DevOps/Kubernetes practices.
• Familiarity with blockchain technologies and data analysis.

Benefits

• Remote-First: Work from wherever your heart desires within the US.
• Comprehensive benefits package including 100% covered premiums.
• Opportunities for professional development.