Associate Customer Support Engineer, EMEA

You could work anywhere. Why Figment?

Figment powers the future of Web3 through industry-leading blockchain infrastructure. As the leading provider of staking solutions, we help 500+ institutional clients optimize their crypto rewards, including top exchanges, asset managers, wallets, foundations, custodians, and major token holders. Our clients trust Figment for a comprehensive suite of services, including reward optimization, cutting-edge API development, detailed rewards reporting, seamless partner integrations, governance support, and slashing protection.

Backed by a team of passionate and intelligent Figmates, with a 100% remote-first global presence across 12 countries, our company is on a mission to accelerate the adoption, growth, and long-term success of the Web3 ecosystem. We’re building the infrastructure that will power the decentralized future.

As a fast-growing tech company, we’re looking for builders and innovators — people who thrive in the face of uncertainty and are motivated to make an impact. We are also looking for true teammates - people who are genuine, humble, and driven to level up together. If you're excited to shape the future, contribute to an energetic company culture, and work at the cutting edge of blockchain technology, we want you to join our team and help us lead the charge!

About the opportunity

We are seeking a detail-oriented and technically proficient Support Engineer to join our team. In this role, you will serve as the frontline customer support for our blockchain infrastructure, products, and services. You'll work closely with developers, engineers, protocol teams, finance, at al. and interface with end-users to resolve their requests on technical and other issues, and to enhance the customer experience.

This is a full-time position that requires flexibility across time zones, as you'll be supporting our global infrastructure and customer base. This role is unique because it combines technical blockchain expertise with customer-facing support skills, making it perfect for someone who enjoys both solving complex technical challenges and helping others succeed.

How you will make an impact

• Educate and assist customers and partners with blockchain product usage and best practices
• Provide technical support and troubleshooting for blockchain platforms, APIs, and integrations
• Collaborate with internal teams to escalate and resolve complex technical problems
• Maintain technical documentation, knowledge base articles, and standard operating procedures
• Participate in incident response and post-mortem reviews for blockchain system outages
• Suggest product improvements based on recurring support trends and customer feedback

What you bring to the team

• 2+ years of experience in technical support, DevOps, or backend engineering
• Understanding of blockchain fundamentals (e.g., consensus algorithms, smart contracts, nodes)
• Experience with Ethereum, Bitcoin, or other blockchain platforms (e.g., Solana, Polkadot, Cosmos)
• Ability to work across time zones and participate in on-call rotations
• Excellent problem-solving and communication skills

Even better if you have:

• Experience interacting with Web3 technologies (e.g., wallets, Metamask, DeFi protocols)

Technologies we use

• Blockchain platforms: Ethereum, Bitcoin, Solana, Polkadot, Cosmos
• Support and project management tools: Zendesk, Slack, Jira, Notion

Teams you’ll collaborate with most often

In addition to collaborating with other Customer Support team members, this role will collaborate most often with our DevOps, Customer Success and Product teams.

Why you might be excited about us

• At Figment, we offer an exciting range of competitive benefits designed to support and empower every member of our team. These will be discussed with you during the interview process.
• We are a teamof under 200 members, which allows for an impactful contribution from day one.
• We place a strong focus on personal career development to shape a role that fits your goals and interests. Your satisfaction and well-being matter to us, and we’re here to support your ongoing growth.
• Our culture is one of honesty, professionalism and risk taking in a high-growth environment.
• Our team members themselves recommend working at Figment - with an eNPS score of 54 (which is ranked as ‘great’!).
• We are also extremely proud of ranking as one of the top Web3 employers by Talent Titans.

Compensation

One of Figment’s core principles is “Making the Invisible Visible” - ensuring transparency and information sharing in all communication. Figment is committed to transparency regarding pay, benefits, and other compensation types for all internal roles as well as all roles being hired for. Compensation for this role will be disclosed during the interview process.

Interview process

At Figment, we try to go above and beyond in making sure that you have the best possible experience interviewing with us. We strive for a smooth, organized, and informative process.

• During your first Recruiter Call, you will be provided with more information about Figment, the position and what to expect for the rest of the interview process. Please be prepared to discuss why you are interested in joining Figment and what excites you about the position and company.
• As we go through the process, we work to make sure that you hear back from us in a timely fashion. If we decide at any point that we’re unfortunately not moving forward, we will give you feedback on why it was not a fit.
• We aim for the entire process to take around 2-4 weeks from initial screen to offer. There can be exceptions on either side of the bell curve here, but as a rule, that’s the time-frame you can expect.

See here for Figment's Privacy Policy and California Employee Privacy Policy.

At Figment, we have a thorough hiring process to verify the identity of all job candidates. This includes checking documents, conducting in-person interviews, biometric authentication and completing background checks. Candidates must pass all these steps to be considered for a job with Figment. Anyone who provides false information or tries to skip these steps will be disqualified from the hiring process immediately.

To learn more about Figment, our team, and the amazing work we are doing, visit our website. Are you ready to join us?