Tech Support Specialist Remote Role Supporting Lido Protocol Adoption
Job Description
An independent initiative focused on expanding the adoption and real world impact of the Lido software protocol is hiring a Tech Support Specialist to support a globally distributed contributor base. This role is central to ensuring smooth access to IT resources, fast issue resolution, and a secure remote working environment.
The Tech Support Specialist will work closely with internal service teams, including DevOps and SecOps, to deliver reliable technical support while continuously improving internal systems and processes.
Role Overview
The Tech Support Specialist provides first line and second line technical assistance to contributors working across different regions. The role combines hands on troubleshooting, helpdesk management, documentation, and proactive IT support in a remote first environment.
User Support and Troubleshooting Responsibilities
• Provide remote technical support using helpdesk systems, chat tools, and video calls
• Troubleshoot hardware, software, and network related issues including VPN connectivity
• Support device setup and configuration for secure remote work
• Assist with contributor onboarding and offboarding including device configuration and access setup
Collaboration with Internal Service Teams
• Work closely with DevOps to resolve infrastructure related challenges
• Coordinate with SecOps on security incidents such as phishing attempts or account compromises
• Share user feedback with internal teams to improve systems, tools, and workflows
Helpdesk and Incident Management
• Monitor and respond to support tickets while meeting defined service level expectations
• Escalate complex or recurring issues to the IT Manager or relevant teams
• Maintain accurate records of incidents, troubleshooting steps, and resolutions
• Contribute to reporting and internal knowledge sharing
Proactive IT Support and Training
• Identify recurring issues and create solutions, FAQs, or process improvements
• Deliver periodic training sessions on tools, workflows, and best practices
• Improve contributor experience through preventative support measures
Documentation and Knowledge Sharing
• Maintain and expand the internal knowledge base
• Create clear documentation including step by step guides and troubleshooting resources
• Share insights with service teams to support continuous improvement
Qualifications and Experience
• Proven experience in a technical support role within remote or distributed teams
• Strong communication skills with the ability to explain technical concepts clearly
• Empathy and patience when supporting non technical users
• Excellent problem solving skills and strong attention to detail
• Experience improving processes and optimizing support workflows
• English proficiency at B2 level or higher
Certifications such as CompTIA A Plus, ITIL Foundation, or similar credentials are considered an advantage.
Technical Skills Requirements
• Basic networking knowledge including VPNs, DNS, and IP configuration
• Experience supporting popular operating systems and end user software
• Familiarity with SaaS platforms, APIs, and project management tools
• Strong troubleshooting and diagnostic skills
Work Environment and Benefits
• Fully remote work from anywhere in the world
• Competitive compensation paid in USD
• Flexible working schedule
• Equipment, education, and co working reimbursements
• Opportunities to attend overseas conferences and community immersion events
This Tech Support Specialist position offers the chance to support a globally impactful blockchain initiative while working in a flexible and collaborative remote environment. Candidates passionate about technology, support excellence, and decentralized ecosystems are encouraged to apply.
