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Product Support, Customer Service (Part Time)

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United States
Ava Labs

Job Description

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Looking to join a world-class blockchain development team? Ava Labs makes it simple to deploy high-performance solutions for Web3, led by innovations on Avalanche. The company was founded by Cornell computer scientists, who partnered with Wall Street veterans and early Web3 leaders to execute a promising vision for redefining the way people build permissionless networks. Ava Labs is redefining the way people create value with Web3. Join us as we empower people to easily and freely digitize all the world’s assets on one open, programmable blockchain platform

Ava Labs is looking for a Product Support: Blockchain Specialist (Part Time) to be an integral part of the Product Support Team. This individual will be the first line of contact for all public facing requests to provide accountability and excellent service to all members of the community. The main function will be to answer technical questions from developers and users that are having issues with transactions.


  • Support end-user inquiries and issues through the Intercom (Help Desk). This includes issues with Avalanche products (Core, Bridge, Explorer etc…), developer questions regarding documentation, blockchain transactions, Avalanche products (Core, Bridge, Explorer etc…), and other 3rd party crypto services, products, and coins/tokens that interact with the Avalanche Network
  • This is a part-time position, during weekends and weekdays up to 30 hours/week
  • Answer Level 1 questions regarding Core, nodes, and other technical products while escalating more complex requests to Level 2 product support.
  • Write, edit, and maintain a vast library of how-to guides, informative articles, and other support documents regarding the Avalanche ecosystem to facilitate self-support for as many requests as possible and preserve engineering resources (Intercom, Github, Confluence, etc.)
  • Collaborate with other Product Support Team members in providing internal teams and external users with exceptional customer support and serve as a subject matter expert
  • Report user feedback, suggestions, and trends occurring for users to appropriate teams
  • Test, document, and report bugs in Avalanche products and related software/hardware


  • Some courses in Computer Science or equivalent experience troubleshooting technology-related issues
  • Experience in the blockchain ecosystem
  • Experience with help desk ticketing platforms such as Intercom
  • Ability to support users on social channels such as Discord, Reddit, and/or Telegram
  • Excellent problem-solving and sleuthing skills
  • An ability to work independently and within teams alike
  • Excellent empathy, active listening, and resiliency skills
  • Strong organizational and time management skills
  • Able to effectively manage multiple diverse and complex problems at the same time
  • Exceptional client-facing and customer service skills including relationship building/management and verbal communications
  • DeFi knowledge preferred
  • Nice to have Golang and/or Javascript competency
  • Nice to have familiarity with Github, JIRA, Confluence, and other similar programs

Hourly Range: $26.15 to $32.60

(**This is not a guarantee of compensation or salary, a final offer amount may vary based on factors including but not limited to experience and geographic location.)


If you've ever thought about joining an early stage Web3 company - this is it! We're a global, world-class team of experts in computer science, economics, finance, marketing, and law with offices in New York City and Miami. We're highly passionate about Web3 and redefining the way people build and use finance and decentralized applications of all kinds. The company received early-stage funding from Andreessen Horowitz, Initialized Capital, and Polychain Capital, with angel investments from Balaji Srinivasan and Naval Ravikant. Join us and be a pioneer in a new technology that will have implications across a range of verticals such as finance, gaming, investing, collectibles, among many others.

Ava Labs is committed to diversity in the workplace and we’re proud to be an Equal Opportunity Employer. We do not hire on basis of race, color, religion, creed, gender, national origin, citizenship, age, disability, veteran status, marital status, pregnancy, parental status, sex, gender expression or identity, sexual orientation, or any other basis protected by local, state or federal law. All employment is decided on the basis of qualifications, merit, and business need.

Advice from our career coach

To stand out as an applicant for the Product Support: Blockchain Specialist (Part Time) position at Ava Labs, you should showcase your experience and knowledge in blockchain technology and related fields. Here are some specific tips to help you stand out:

  • Highlight your experience in the blockchain ecosystem and troubleshooting technology-related issues.
  • Showcase your ability to work independently and within teams, as well as your excellent problem-solving skills.
  • Demonstrate your experience with help desk ticketing platforms like Intercom and your ability to support users on social channels such as Discord, Reddit, and/or Telegram.
  • Emphasize your exceptional client-facing and customer service skills, including relationship building/management and verbal communications.
  • If you have DeFi knowledge, Golang and/or Javascript competency, and familiarity with Github, JIRA, Confluence, and other similar programs, make sure to mention it in your application.
  • Ensure to address your strong organizational and time management skills, as well as your resiliency, empathy, and active listening skills.

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