Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will own customer inquiries across support channels and guide each case through resolution while meeting service-level commitments. You will lead troubleshooting calls and screen-sharing sessions, investigate logs and technical data, diagnose root causes, and resolve API, transaction, wallet creation, and system-status issues. You will advocate for customers, communicate solutions clearly, document every interaction in the ticketing system, provide proactive support, and assist with technical onboarding and API integrations. You will also build strong product and crypto-custody knowledge to help customers use features and services successfully.
Requirements
- Have at least two years of relevant experience in a customer-facing technical support, service, or engineering role in a fast-paced environment.
- Have experience working with high-value customers.
- Demonstrate mastery of REST APIs and SQL for troubleshooting and integration.
- Possess exceptional debugging capabilities.
- Communicate excellently in written and spoken English.
- Demonstrate strong communication and relationship-management skills.
- Show a passion for helping customers use products successfully.
- Be flexible and adaptable to evolving organizational needs.
- Hold a bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical field.
- Basic knowledge of blockchain, Web3, staking, staking rewards, self-custody, or cryptocurrency is preferred.
- Cryptocurrency and crypto-wallet product proficiency is preferred.
- Professional experience in technology, cryptocurrency, finance, or fintech is preferred.
Responsibilities
- Own customer inquiries across portal, email, and Slack through complete resolution.
- Lead troubleshooting sessions and screen-sharing calls to resolve complex integration issues.
- Meet applicable Service Level Agreements.
- Coordinate with internal subject matter specialists to resolve complex issues.
- Advocate for customers and use data and feedback to drive improvements and eliminate defects.
- Provide proactive support to mitigate potential customer issues.
- Deliver a superior support experience to high-value customers.
- Analyze technical data, logs, and customer feedback to diagnose root causes and prevent recurrence.
- Use REST APIs and SQL to troubleshoot transaction failures, wallet creation errors, and system-status problems.
- Analyze platform logs with Datadog or similar log-management tools before escalating issues.
- Develop detailed product and crypto-environment knowledge to guide customers toward relevant features and services.
- Log and categorize all customer contacts in the ticketing system.
- Document case status, next steps, and estimated timelines in private notes.
- Communicate clearly and professionally with internal and external partners.
- Support Technical Account Managers with onboarding, technical implementation projects, and API integration setups.