Product Support Engineer

Full time / Paris or London or remote from Western Europe_ **Kiln is now part of the prestigious French Government program**#FT120** from**La French Tech****: **Responsibilities**: - ** Onboarding and training**: Help business clients understand the staking process, available options, and how to use Kiln's staking services effectively. - ** Technical support**: Address client inquiries related to staking, troubleshoot any issues they may encounter, and guide them through the resolution process. - ** Platform updates and enhancements**: Communicate new features, updates, and improvements to the staking platform, ensuring clients understand how these changes may impact their staking activities. - ** 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: Slack/Pylon, Notion, Gong, HubSpot, _**_Postman_**__ - Stack: Solidity, Golang, JavaScript/Typescript, _**_API REST_**_, PostgreSQL, AWS/Kubernetes_ **Requirements**: - ** 2+ years of technical customer support experience in a B2B software company** — including customer onboarding, troubleshooting, and user training. - ** Proven experience with API troubleshooting,** software implementation, testing, and deployment processes. - Experience with Postman or another API testing tool. - Strong ability to prioritize and resolve support tickets effectively. - Outstanding communication skills across all channels. - ** 1+ year of experience in web3, blockchain, and cryptocurrency,**or proven personal experience** (eg. side project, hackathon...)** — with solid understanding of protocols, staking, and DeFi. - Fluent (written and spoken) in English **Nice-to-have**: - Experience working in a fast-growing startup. - ** Genuine interest in Web3**, blockchain, cryptocurrency, and smart contracts **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, BitGo, Coinbase, Fireblocks, NuBank, Revolut, 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. Join Kiln and help us make the web more secure, stable, decentralized and fair **How Kiln will support you**: At Kiln, our **values** drive us**:Technical Excellence** ensures top security and usability; **Innovation-Driven Meritocracy** elevates groundbreaking ideas; **Trust and Transparency** build reliability through open communication; and **People First** keeps our team and clients at the heart of everything we do. - A fast-paced, bureaucracy-free work environment - Equity share options in the business: if Kiln succeeds, we all succeed - Competitive salary - Flexible holiday - Flexible remote working - Internet connection paid - Significant personal development budget (books, training) - Overseas tech conferences budget **Kiln is an Equal Opportunity Employer** **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 UK/EU. This role is for full-time employees only (no B2B or contractors). Thank you_