Technical community support manager (Remote)

SORAMITSU is an award-winning financial technology company delivering blockchain-based solutions that represent the next-generation of fintech and DeFi for enterprises, universities, and governments.

Established in Japan in 2016. Currently employing over 100 people across the globe with offices in Switzerland, Russia, Cambodia, Thailand, Japan, Niue and Dubai.

We have many widely recognized projects in both institutional and crypto, including BakongFearless WalletKAGOMEFUHON, and of course, our core contributions to Hyperledger IrohaSORA and Polkaswap.

SORAMITSU was recognized as the “Central Bank Digital Currency Partner of the Year 2020” by Central Banking.

You can familiarize yourself with our various activities by visiting our homepage at or check out our Twitter profile.

Our distributed team is spread across Europe, Asia, Middle East, North America and Oceania. We use Telegram for communication, Zoom for meetings, Google Workspace and Notion for collaboration, and Jira, Confluence and GitHub to facilitate agile development processes in general.

SORAMITSU CO., LTD. / Technical community support manager (Remote)の求人情報

仕事内容【First level technical support manager will be responsible for】
・answering users in official channels,
・researching issues,
・guiding users,
・moderating the chats.

Technical support representative will address user concerns, complaints and inquiries in a professional and compassionate manner.
Representatives should also be able to explain some technical aspects using easy-to-understand language. The ideal candidate should have technical background, experience in crypto systems and working with crypto communities as moderator.

・Support users by responding to questions and concerns in official community SORA, Polkaswap, and Fearless wallet channels
・Research, diagnose, and identify solutions to resolve issues (including the ones that require some level of technical knowledge), guide users through corrective steps
・Ask users targeted questions to quickly understand the root of the issue
・Troubleshoot common issues, clarify the issues with the development team
・Report bugs and new suggestions to the development team
・Moderate messages, make announcements, update chat rules
・Make sure users follow chat rules
・Write and maintain documentation in order to guide users, update wiki
・Communicate with the marketing team and help with AMA and other community activities
・Test new system update
勤務時間Remote work for at least 8 hours per day
・Superior problem-solving capabilities
・Excellent user service and analytical skills
・Good understanding of computer systems, mobile devices and other tech products
・Technical skills: query commands, work with command line, use tools like explorers, polkadot js apps, etherscan to analyse issues
・Previous help desk/chat moderator experience
・Ability to communicate in a professional manner
・Patience: helping people who are stressed or angry might be emotionally difficult, so the ability to remain calm and focus on the main mission of resolving the issue is a must.
・High focus on the quality and user satisfaction
・Have experience in working with crypto communities
・Good written English
・Remote work for at least 8 hours per day
・Asia, EU time-zone is preferable


東京都Link Square Shinjuku 16F, 5-27-5, Sendagaya, Shibuya-ku, Tokyo
企業概要financial technology company