Technical Support Analyst

Company Name
Polymath Inc.
Date
Mar 08, 2021
Workspace
Remote
Location
Within Europe
Type
Full time

Polymath is an interface between financial securities and the blockchain, helping issuers to overcome the complex technical and legal challenges related to issuing regulated securities on the blockchain. We are a group of start-up veterans, legal experts, finance professionals, and all-star developers looking to hire a Technical Support Analyst to join our dynamic team.

Reporting to our CPO, the Technical Support Analyst will be responsible for answering questions and troubleshooting tickets related to the Polymesh blockchain and Polymath solutions. This role is in direct contact with users- as such, you will hold yourself to an immensely high standard and take full accountability of providing users with the best possible answer.

Responsibilities:

  • Become expert on all aspects of security tokens, the Polymesh blockchain and Polymath solutions

  • Answer questions and help troubleshoot tickets from Polymesh blockchain users, community members and Polymath customers by phone/email/web portal etc.

  • Track support ticket activity in an automated support portal (Zendesk)

  • Work cross functionally with other internal groups (i.e.: Product Management, Business Development, Development and Developer Advocacy) to proactively identify opportunities to connect with users and customers and help them be more successful using the Polymesh blockchain and Polymath solutions

  • Be able to articulate all the benefits of the Polymesh blockchain and Polymath solutions to existing customers and new prospects – although this is not a sales role you may be called upon to work with users/customers who are exploring an expansion

  • Contribute thought leadership and assist to implement strategies to improve the support team’s efficiency as the company grows

  • Produce and maintain process documentation and desk level reference guides to help the team improve efficiency

  • Contribute to the Polymesh blockchain and Polymath solutions Knowledge Base, creating world class content for all new feature releases or bug fixes; provide technical oversight during the knowledge publishing process 

Qualifications:

  • 1-2 years in a technical support role (preferably in a B2B/Enterprise environment)

  • Working knowledge of API’s and using them to integrate applications/platforms

  • Knowledge of public blockchains such as Ethereum, Polkadot, Cosmos or Tezos is a definite asset

  • Familiarity with support/ticket/success platforms (ZenDesk, Salesforce, Gainsight etc) an asset

  • Degree or Diploma in technology or computer science related field is preferred

Additional information:

  • Role will eventually expand to include an “on-call rotation” to provide extended hours support as we move to a 24x7 operation

  • Role requires “coverage shifts” between the hours of 8:00am GMT and 8:00pm GMT

WHY WORK FOR POLYMATH?:

  • Annual performance based bonus

  • Stock options

  • Remote flexibility

  • Group shared benefits plan

  • Start-up culture: lean, agile, data-driven, user-centric. 

  • Regular team socials and corporate events (conferences, hackathons, workshops etc.) 

  • Build bleeding edge tech using modern tools and industry best practices 

  • Work with intelligent teams comprised of curious and inquisitive problem-solvers  

  • Tremendous learning opportunities (blockchain, capital markets, decentralized finance, Rust, cryptography and more!) 

  • Pioneer a first-of-its-kind solution 

Polymath is an equal opportunity employer. Every effort to accommodate candidates for accessibility with disabilities participating in the selection process will be made available on request. Information received related to accommodation needs of applicants will be addressed confidentially.  

Polymath would like to thank all applicants for their interest however only qualified candidates will be shortlisted.