Technical Support Lead

Our team’s deep blockchain expertise and passion for innovation drive us to build the infrastructure layer for the next generation of blockchain applications. At GetBlock, we move fast, think creatively, and deliver high-impact products. Our culture blends technical excellence with entrepreneurial spirit, making us a dynamic force in the Web3 space.

Now, we’re searching for a star Technical Support Lead to join our mission.

About the role

We’re seeking a Technical Support Lead to guide our support team and ensure the stability of GetBlock’s high-load infrastructure. You’ll lead and mentor engineers, resolve complex technical issues, optimize support processes, and maintain system health. This role combines hands-on problem-solving with team leadership, making you a key player in powering Web3 infrastructure.

Tech stack: Git, GitLab, Linux (Ubuntu/Debian), Docker, Ansible, Python/Node.js, Kubernetes, HashiCorp, Grafana, Prometheus, Envoy, Postman/Insomnia, Jira.

Responsibilities

• Lead and coordinate tech support team in routine tasks; lead hiring, onboarding, and offboarding processes;

• Solve complex technical issues and provide hands-on guidance to technical support engineers;

• Oversee timely maintenance, upgrades, and stability of infrastructure;

• Create and maintain internal documentation (including incident's root cause analysis), knowledge bases, and training programs for the technical support team;

• Provide prompt and timely communication with clients in complex and escalated cases;

• Define and track key system metrics, and generate regular performance and health reports;

• Develop, implement, and iterate on team's and individual KPIs;

• Plan and coordinate workload upgrades to minimize downtime and ensure post-deployment integrity;

• Maintain infrastructure inventory, plan reserves, and manage procurement with hosting providers.

Requirements

• 3+ Years of experience in a similar technical support or infrastructure operations role;

• Experience leading a team of 4+ support engineers;

• Hands-on experience with GitLab and Docker, as well as with containerization and code repositories;

• Ability to design and optimize technical support processes, including writing and maintaining documentation;

• Experience implementing and maintaining monitoring systems and tracking system's health metrics;

• Hands-on experience working with high-load systems;

• Experience setting up KPI systems, goal-setting, and progress tracking;

• Experience onboarding and mentoring new team members;

• Ability to work in a multitasking environment and make decisions quickly;

• Experience with workload lifecycle management (deployment, maintenance, upgrades) is a strong plus;

• Level of English: B2–C1.

We offer

• Competitive market rate salary with performance-based incentives;

• 20 days of annual leave, plus an additional 12 days off to use for your holidays or personal days;

• Well-being programs to support your health and balance;

• Coworking space compensation for a productive work environment;

• Paid sick leave to ensure you can rest when needed;

• A company that invests in your growth, with personalized roadmaps to guide your professional development;

• An actively growing company with great opportunities for both horizontal and vertical career development;

• Opportunity to shape the initiatives you’re working on and make a real impact.

How to apply?

• Does this role sound like a good fit for you?

• Reach out to our HR via Telegram: @nvkvmln

• In your cover letter, please share your CV and the languages you speak.