Product Support Engineer (USA)

Full-time - NYC or remote from USA

As a Product Support Engineer, you will own relationships with all our customers based in the Americas (and some prospects) while working closely with a local growing GTM team as well as our Europe-based Product team. Your objective will be to ensure customers successfully integrate our API-first products (https://docs.kiln.fi/v1/) and continuously improve their staking activities.

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

• 3+ 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.

• Strong ability to prioritize and resolve support tickets effectively.

• Outstanding communication skills across all channels.

• 1+ year of experience in web3, blockchain, and cryptocurrency — with solid understanding of protocols, staking, and DeFi.

• Native English speaker

Nice-to-have:

• Experience working in a fast-growing startup.

• Experience with Postman or another API testing tool.

• Fluency in Spanish and/or Portuguese

• Personal experience with staking cryptocurrency.
  

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 $13+ billion in crypto assets staked through our platform, Kiln has established a strong presence on Ethereum, managing over 4.3% of the network through 45,000+ validators — all with zero slashing events.

Kiln serves more than 140 leading customers, including Binance, BitPanda, Bitgo, Fireblocks, 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.

We've raised $30M in total funding from prominent investors including 1kx, Crypto.com, Illuminate Financial, Consensys, Wintermute, Kraken Ventures...

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

• Choose your IT equipment

• Internet connection paid

• Significant personal development budget (books, training)

• Overseas tech conferences budget
  

Kiln is an Equal Opportunity Employer

We are committed to fostering an inclusive and diverse workplace where everyone is valued and respected. We welcome applications from all backgrounds, including women or persons with disabilities.

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.

1. Recruiter Interview (45 min)

2. Take-home test (< 3 hours)

3. Technical Interview (60 min)

4. Core Values Interview (45 min)

5. Founders Interview (30 min)

6. Offer!
   

Your personal information will be securely stored in our Applicant Tracking System (ATS) and will not be shared with external parties. We comply fully with GDPR regulations to protect your data and privacy.

Please note that we do not sponsor visas for persons without work authorization in the USA. This role is for full-time employees only (no B2B or contractors). Thank you!