Technical Support Engineer – Bitcoin Mining Hardware

Braiins Forge is the hardware division of the Braiins Group, pioneers in the Bitcoin mining industry and the company behind Braiins Pool (former Slushpool) the world's first Bitcoin mining pool. We design and manufacture high-quality, efficient, and durable Bitcoin mining hardware built to withstand the harshest environments.

We started four years ago as a small hardware department within Braiins, built a strong technical team, and have now grown into our own company. As we continue to expand, we're looking for a Technical Support Engineer to help our customers get the most out of our products.

Role Overview

We are looking for a Technical Support Engineer who will be the first point of contact for our customers, helping them resolve technical issues and maximize the value of our hardware products.

This is a hands-on technical role combining customer communication, troubleshooting, and collaboration with internal teams. As we grow, you'll have the opportunity to build and lead your own support team.

✨ What Awaits You Here

Technical Support & Troubleshooting

• Diagnosing and troubleshooting technical issues, including account setup and network configuration

• Asking customers targeted questions to quickly understand the root of the problem

• Tracking issues through to resolution within agreed time limits

• Referring to internal databases or external resources to provide accurate technical solutions

Customer Communication

• Guiding customers through solutions via phone, email, or chat until their issue is resolved

• Providing prompt, accurate, and friendly feedback to customers

• Managing customer expectations and keeping them informed throughout the resolution process

Collaboration & Escalation

• Properly escalating unresolved issues to appropriate internal teams (e.g., software developers, hardware engineers)

• Collaborating with product and engineering teams to improve products based on customer feedback

• Contributing to internal knowledge base and support documentation

Process & Organization

• Ensuring all issues are properly logged in ticketing systems

• Prioritizing and managing multiple open issues simultaneously

• Meeting response time and resolution targets

🔎 We Are Looking For

Must Have:

• Experience with Linux systems and basic networking concepts

• Familiarity with ticketing systems and customer support tools

• Fluent English (C1/C2) for daily customer communication

• Strong problem-solving skills and ability to think analytically

• Excellent written and verbal communication skills

• Ability to focus on goals and deliver within deadlines

• Patience and empathy when dealing with frustrated customers

Nice to Have:

• Experience with Bitcoin, cryptocurrency, or mining industry

• Knowledge of hardware troubleshooting (power supplies, electronics)

• Experience with remote support tools

• Additional languages (Czech, German, or others)

• Previous experience in technical support or helpdesk roles

What We Offer

Compensation & Growth:

• Competitive salary with growth aligned to company success

• Clear path to build and lead your own support team as we scale

• Professional development and learning opportunities

Environment:

• A great team of driven people working toward the same goals

• Full-time position with flexible arrangement (employment contract or freelance)

• Hybrid work model – office + home office after onboarding

• Flexible working hours

Office & Perks:

• Modern office near Prague city center

• Excellent public transport accessibility

• Free parking on company premises

• 5 weeks vacation + 3 sick days (for employees)

Mission:

• Join a hardware startup with big ambitions

• Be part of the Braiins Group legacy (Slush Pool, Braiins OS)

• Help customers succeed with cutting-edge Bitcoin mining hardware

Our Products

• Braiins BMM 101 – Mini Miner for solo Bitcoin mining and education

• Braiins Deck – Real-time Bitcoin data display with customizable widgets

• More products in development – be part of supporting the next generation of hardware

🔥 We Will Love You Even More If…

• You are passionate about Bitcoin and understand the mining ecosystem

• You enjoy solving technical puzzles and helping people

• You have experience building support processes or documentation from scratch

• You thrive in a startup environment where you can shape things

What This Role Is ✅

✅ First-line technical support with real ownership
✅ Opportunity to grow into a Support Team Lead role
✅ Hands-on troubleshooting combined with customer communication
✅ Part of a small, ambitious team building something new

What This Role Is Not ❌

❌ A call-center script-reading role
❌ Pure administrative or ticketing work without technical depth
❌ A role without growth opportunities

Ready to help customers succeed with Bitcoin mining hardware?

We're a small team with big ambitions, looking for someone passionate about customer success.

Apply now and send your CV!

Braiins Forge s.r.o.
Českomoravská 142/18, 190 00 Praha 9
Czech Republic

Jan Juránek, CEO