Web3 Technical Support Engineer (LATAM)

About us Chainstack powers global blockchain applications across fintech, DeFi, wallets, custodians, analytics, and everything in between. Teams cut time-to-market, cost, and risk with one platform for nodes in the cloud, offered through preferred service providers, or self-hosted. Standardized node management puts reliability on autopilot and keeps performance predictable, giving operators control and transparency while developers get a consistent way to build and scale. About the role We are looking for a Web3 Customer Support Engineer to help customers build, operate, and troubleshoot blockchain infrastructure on Chainstack . This role is for someone who combines technical support discipline, Web3 infrastructure knowledge, clear communication, and strong ownership. The ideal candidate is calm under pressure, precise in troubleshooting, and comfortable moving between customer conversations, logs, documentation, blockchain explorers, RPC calls, internal tools, and engineering context. You should care about customer outcomes, incident quality, response accuracy, and the operational signals behind support cases. Responsibilities Own customer support cases from intake through resolution, including technical investigation, customer communication, escalation, follow-up, and documentation. Troubleshoot blockchain infrastructure issues across RPC endpoints, WebSocket connections, node availability, sync behavior, performance, rate limits, APIs, network-specific behavior, and customer configuration. Reproduce, isolate, and explain technical issues using logs, metrics, internal tools, blockchain explorers, JSON-RPC requests, API responses, and product behavior. Communicate clearly with customers about impact, timelines, workarounds, root causes, and next steps. Work closely with DevOps, engineering, product, customer success, and sales teams to resolve customer issues and improve the support experience. Identify recurring customer pain points, documentation gaps, operationa