Tech Jobs: Customer Support Engineer

Organization: Hiveon

Location: United Kingdom

Role: Customer Support Engineer

Salary: $68,000 – $ 90,000

About Us

Launched in 2017 with a small team, zero investments, and no marketing, Hiveon quickly emerged as a leading player in the cryptocurrency mining industry. Initially, our primary focus was on creating high-quality software for mining enthusiasts, and this dedication paid off—by 2018, we became the top global ecosystem for cryptocurrency mining.

Today, we continue to lead the market, offering a comprehensive suite of mining products. With a team of 100 people and 2 million active connected devices across 170+ countries, Hiveon is steadily growing. Our next goal is to become the top ecosystem in Web3, integrating mining and crypto fintech solutions.

Our reliability is endorsed by users and reputable sources alike, such as “Galleon” ranking us among the Top 10 Best Mining OS and “Mining Pool Stats” listing us in the TrustPool ranking for RVN and ETC.

Remarkably, Hiveon’s expansion and product suite development have been achieved without external investments. We remain committed to building self-sustaining products and will continue this approach in the future.

Feedback and user interaction are paramount to us, which is why we are focused on enhancing our Customer Support service. As our user base grows, we are expanding our Support team to ensure a seamless and positive customer experience.

About You

• 1+ years of experience in customer/technical support (L1/L2) in IT product companies
• Fluency in English—while perfect grammar isn’t required, clear communication with English speakers in both written and spoken form is essential
• Strong communication skills, including managing angry customers and maintaining stress-resilience
• Good knowledge of computer hardware (e.g., assembling, BIOS setup, troubleshooting)
• Advanced soft skills for professional, timely engagement with difficult clients, explaining complex issues and resolutions
• Experience with Jira
• Effective time management skills

Preferred:

• Experience with mining (practical or theoretical)
• Linux skills (installation, troubleshooting, command line)
• Previous experience in crypto

About the Role

• Provide daily support to users of our software, including answering questions, helping customers understand the service, analyzing problems, and quickly forming solutions to customer satisfaction
• Maintain records of daily interactions with customers, report issues, and contribute to improving support
• Maintain a positive, empathetic, and professional attitude toward customers while demonstrating problem-solving skills and excellent customer service
• Collaborate with the product development team (Product, Design, Engineering) on user feedback to improve our software
• Be accountable for troubleshooting, communication, and tracking of all issues

A Bit Deeper

Understand that being part of Hiveon is not for everyone. Our processes are still developing, and sometimes things can be chaotic. However, we see this as an opportunity for every team member to test their ideas and make a real impact on the company. If you are ready for this challenge, we promise you’ll have fun along the way, enjoy unlimited vacations, and engage in continuous learning.

Products

• Hive OS: The world’s #1 operating system for miners. Launched with zero marketing budget, it became an industry leader within six months.
• Hiveon Pool: The best solution for ETH and ETC mining. Our Pool has become a top 4 mining pool worldwide, with client volume growing ninefold last year.
• Hiveon ASIC Firmware: Game-changing firmware for ASICs, offering up to 30% extra hashrate, high virus protection, and a suite of Hive OS features for easy farm management.
• Hiveon ASIC Hub: A cost-effective solution allowing clients to install thousands of ASICs within minutes and leverage the benefits of Hive OS.
• Crypto fintech solutions: We are currently developing unique products in this space. Stay tuned for our upcoming announcements.

Perks 🧡

• Be part of the largest crypto-mining ecosystem in the world
• Enjoy a healthy corporate culture (94% of our team would recommend Hiveon to their friends, and 45% of newcomers joined through internal referrals in 2022)
• Work remotely with flexible hours
• Unlimited vacations and sick leaves
• Compensation for learning and development events
• Freedom of innovation and creativity—actions speak louder than words (unless you’re a writer, of course 🙂)
• Minimal necessary processes and no bureaucracy