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.

Product Support Specialist

Anywhere in the world

Remote

Mid-level

Offchain Labs