Job description
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
Our thorough process ensures the best fit for both you and Kiln, and we strive to make each step valuable and efficient.
Recruiter Interview (45 min)
Take-home test (< 3 hours)
Technical Interview (60 min)
Core Values Interview (45 min)
Founders Interview (30 min)
Offer!
Please note that we do not sponsor visas for persons without work authorization in the USA. This role is for full-time employees only (no B2B or contractors). Thank you!
