Customer Support Engineer

About us

Today, Hiveon is a product company focused on developing infrastructure for new-era hardware businesses, from mining to energy and AI.

It all started in 2017 with a private project released by a few mining enthusiasts. Our Hive OS exploded in popularity, reaching 100k+ active users within the first six months without any investments or marketing costs.

We then expanded to an ecosystem, including a Pool (the second Ethereum pool in the world in 2021), ASIC Firmware (a low-level hacking solution to get more out of their devices), and became the leading global platform for cryptocurrency mining.

Since 2021, mining has become more than just hardware. And Hiveon is not only about mining. We provide the infrastructure for HPC businesses, helping to build, simplify, and automate operations in the energy and AI markets.

Let the numbers speak instead of us:
Geo - worldwide
Released products in 7 years - 6
Upcoming products - 2
Active users at peak - 2+ million
Connected devices - 5 million+
Mobile users - 600,000+
And all this with a team of less than 90 people.

Keep an eye on our upcoming announcements ⭐️

Now, we are looking for an experienced Customer Support Engineer with deep tech understanding. 

About you

• 1,5+ years of experience in customer/technical support (L1/L2) in IT product companies
• Good computer hardware knowledge (assembling, BIOS setup, troubleshooting etc)
• Fluency in English. You don’t need to nail Passive Voice in Past Perfect but you MUST be able to freely communicate with English speakers, in both written and spoken form
• Fluency in Ukrainian.
• Advanced soft skills to engage in a polite, professional, and timely manner with difficult clients to explain in-depth issues and resolutions
• Experience with Jira
• Time management skills

Will be a plus

• Mining experience (practical or theoretical)
• Linux skills (installation, troubleshooting, command line)
• Previous experience in crypto
  

Responsibilities

• Provide daily support to users of our software including answering questions, helping customers understand the service, analyzing problems, and quickly forming solutions to customer satisfaction
• Maintain the records of daily interactions with customers, report issues, and contribute to the improvement of support
• Maintain a positive, empathetic, and professional attitude toward customers while demonstrating problem-solving skills and excellent customer service
• Cooperate with product development team (Product, Design, Engineering teams) on users’ feedback on the improvement of our software
• Be accountable for the troubleshooting, communication, and tracking of all issues
  

Perks

• United minds culture (94% of our team would recommend Hiveon to their friends)
• Remote work with absolutely flexible working hours
• Unlimited vacations & sick leaves
• Learning & Development events compensation
• Freedom of innovation and creativity
• Only necessary processes and meetings, no bureaucracy
• Experience working with highload and diversed products.

And what do our people say about Hiveon?

• “There are no random people in our team, and the environment and culture that has formed within the company inspire and encourages us to get better together and make cool products and solutions,” Hiveon PM said.
• ”My favorite value, which I always remind my team of, is: don't follow someone, but use different things, try them out, try to implement them,” Hiveon DevOps Lead said.

A little bit of anonymous feedback from ENP’s:

• “People, awesome team, everyone is a pro in their field. There is a feeling that you have a reliable rear, everyone will help and guide, there is mutual support at all levels, and everyone is open to communication. The friendly tone of voice: you can convey your thoughts without looking back at who is opposite you: CTO, CRO, or COO. You know that you will be received correctly.”
• “Development - I have never grown so much in acquiring knowledge in any company. This is the most significant point. We are in our positions, but we combine our roles. Knowledge of the domain increases very quickly, and development at the level of understanding of technologies and the structure of functionality. There is freedom to get into any feature and to understand it.”
• “Here, any employee can be anyone if they have ambitions for it.“

Do you have the same vibe as us? Apply now!