Technical Support Specialist

Birdeye is the pioneer crypto intelligence company that focuses on empowering traders, builders and institutions with real-time and customizable blockchain data. Our growing product suite enables fair access to high-impact crypto intelligence and opportunities on Solana, Sui and major EVM chains:

• Birdeye.so is the all-in-one trading data tool built for alpha traders that offers real-time price charts, smart money flows, undiscovered gems, and rich historical data across 300+ exchanges. Trusted by millions of users over the past few years, Birdeye.so is the go-to platform for the winning minds.
• Birdeye Data Services (BDS) is a high-performance data provider that delivers real-time, accurate, and comprehensive on-chain data across tokens, wallets, trades, and protocols. From fast-moving startups to global leaders like Phantom, Raydium, Coinbase, and Bybit, BDS powers teams of all sizes with the data they need to build and scale confidently.

Birdeye has offices in Singapore and Hanoi:

• Singapore Office: 28 Genting Lane, #09-02 Platinum28, Singapore (349585)
• Hanoi Office: Floor 18, Office Tower T2, Heritage West Lake, 677 Lac Long Quan, Tay Ho, Ha Noi, Viet Nam

In this role, you will be responsible for providing technical assistance to our enterprise clients, troubleshooting issues, and ensuring they have a seamless experience with Birdeye's products.

This is a full-time remote position operating on an afternoon-late evening shift to support global enterprise clients.

Technical Support & Issue Resolution

• Provide high-quality technical support to enterprise clients through email, chat, and support ticketing systems.
• Troubleshoot and resolve technical issues related to BDS products, APIs, dashboards, and data services.
• Diagnose root causes, replicate issues, and provide accurate, timely solutions.
• Escalate complex issues to Engineering/Product teams when necessary and follow through until resolution.

Client Onboarding & Training

• Assist enterprise clients during onboarding to ensure smooth setup, configuration, and integration.
• Deliver product training and best practices to help clients effectively use BDS features and tools.

Cross-Functional Collaboration

• Work closely with Engineering and Product teams to communicate client issues, track progress, and improve overall product stability.
• Document recurring issues and propose solutions or enhancements that reduce friction and improve customer experience.

Knowledge Management & Continuous Improvement

• Maintain and update an internal knowledge base of common issues, known bugs, workarounds, and recommended solutions.
• Collect and synthesize customer feedback to help refine product features, documentation, and support workflows.
• Identify opportunities to improve support efficiency, customer satisfaction, and operational quality.

What You Bring

• At least 2-4 years of experience in technical support roles within IT or enterprise-focused companies at a proficient level to effectively support BDS's enterprise clients and handle complex technical inquiries.
• A basic-to-intermediate understanding of APIs, cloud services, and IT infrastructure to accurately diagnose issues and communicate technical concepts to both clients and internal teams.
• Strong troubleshooting and problem-solving abilities at a proficient level to investigate root causes, replicate issues, and deliver timely and reliable resolutions.
• Excellent English communication skills (written and verbal) at an advanced level to provide clear explanations, write professional support responses, and collaborate with global clients and internal teams.
• Familiarity with crypto or blockchain ecosystems at a basic level to understand product context, client use cases, and common issues related to on-chain data.
• Experience working with ticketing or support tools (such as Zendesk, Jira, or Intercom) at a proficient level to manage support requests and track issue resolution efficiently.
• Ability to create and maintain technical documentation or knowledge base articles at an intermediate level to improve internal efficiency and reduce recurring workloads.
• Strong customer service and client-facing skills at an advanced level to ensure high-quality communication, empathy, and professionalism when supporting enterprise clients.
• Solid collaboration skills at an intermediate level to work effectively with Product and Engineering teams when escalating issues or sharing client insights.
• Ability to work independently in a remote environment with a high level of discipline to maintain productivity, responsiveness, and accountability without direct supervision.
• Flexibility and reliability to work an afternoon-late evening shift to ensure timely support coverage for global enterprise clients.
• High energy, adaptability, and a strong growth mindset to thrive in a fast-moving startup environment, embrace challenges, handle demanding workloads, and contribute actively to Birdeye's rapid growth.

What we offer

• Competitive salary (based on skills and experience) and benefits package.
• Hybrid work model - enjoy the flexibility of working remotely and in the office.
• Be a part of a passionate team building the future of crypto - we're not just colleagues, we're a tribe.
• A fast-paced environment with exciting challenges and opportunities to learn and grow

Contact

Apply via email: [Confidential Information]

• Learn more about Birdeye: https://linktr.ee/birdeye_data