Technical Success Engineer
Skills
About the Role
You will be the technical advocate and first line of defense for our customers. You will diagnose issues at the root cause using data, logs, and customer feedback, troubleshoot REST APIs and SQL queries, and guide users through resolutions. You will collaborate with internal teams, document findings, and provide proactive assistance to high value customers. You will navigate evolving crypto custody product changes and help users adopt features effectively.
Requirements
- Minimum of 2 years of relevant experience in a customer facing technical support service or engineering role
- Proven mastery of REST APIs and SQL for troubleshooting and integration
- Excellent verbal and written English communication skills
- Demonstrated passion for helping customers use crypto custody products
- Flexible and adaptable to evolving needs of a high growth organization
- Bachelor's degree in Computer Science Information Technology Engineering or related technical field
- Basic foundational knowledge of blockchain web3 staking ROI staking rewards self custody and crypto
- Proficiency in cryptocurrency and crypto wallet products
- Previous professional experience in tech crypto finance or fintech
Responsibilities
- Own customer inquiries from all channels through to resolution
- Lead technical troubleshooting sessions via scheduled or on demand calls and screen sharing to diagnose and resolve complex integration issues
- Collaborate across teams to urgently fix and resolve complex issues
- Advocate for the customer across internal organizations to drive changes and eliminate defects in the customer experience
- Provide proactive support to high value users to mitigate potential issues and ensure a superior experience
- Model a deep investigative mentality using data logs and feedback to diagnose root causes and prevent recurrence
- Utilize expert level knowledge of REST APIs and SQL to troubleshoot integration issues
- Leverage tools like Datadog to analyze platform logs and diagnose root causes before escalation
- Develop a deep understanding of the products to guide customers to navigate changes and unlock features
- Log all contacts meticulously in the ticketing system and ensure accurate categorization
- Communicate clearly with internal and external partners to align on solutions
- Assist with onboarding and API integration setups for Technical Account Managers