Job Description

Employment Type: Full-time

Position Overview

Offchain Labs is at the forefront of blockchain innovation, dedicated to building a decentralized, secure, and transparent future. We are looking for passionate thinkers and doers eager to embrace challenges and push the boundaries of what's possible in blockchain technology. If you believe in transparency, trust, decentralization, and are curious and adaptable, Offchain Labs is the place for you.

Our flagship product, Arbitrum One, is a leading Ethereum scaling solution. We are continuously innovating with tools like Arbitrum AnyTrust, Arbitrum Orbit, Stylus, BoLD, and Arbitrum Nitro, and also contribute to the Ethereum core protocol with the Prysm consensus client. Following significant seed and Series A/B funding, we are expanding our team to shape the future of this dynamic field.

As part of the Product Support team, you will be instrumental in providing world-class support to users, partners, and developers within the Arbitrum ecosystem. You will own daily support workflows, triage and resolve inquiries, and collaborate closely with Partnerships, Engineering, Product, and the Arbitrum Foundation to ensure smooth escalation processes and optimize response times.

Responsibilities

• 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.

Requirements

• Experience: 3-5 years in a Technical Customer Support role, or closely related capacity.
• Highly organized and detail-oriented, thriving in a fast-paced environment.
• Excellent written and verbal communicator, capable of explaining technical concepts to both technical and non-technical audiences.
• Passionate about blockchain, Ethereum, and scaling solutions like Arbitrum.
• Fundamental understanding of bridging, wallets, and aggregator logic.
• Comfortable working cross-functionally with Product, Engineering, and Partnerships teams.
• Experienced in handling support queries, documenting processes, and building structured approaches to technical issue resolution.
• Able to track multiple tickets, maintain visibility on escalations, and ensure no issue goes unresolved.
• Strong analytical skills with the ability to identify patterns in support inquiries and proactively recommend product improvements.

Perks

• Remote-first global workforce.
• Annual company offsite + team onsites.
• Professional reimbursement program (facilitates industry conference attendance, certifi