Technical Support Engineer
Metronome is a decentralized finance (DeFi) protocol that offers a capital-efficient synthetic asset engine, allowing users to mint diverse synthetic assets using yield-bearing and blue-chip crypto collateral. It serves crypto-native users and DeFi participants seeking capital-efficient strategies and cross-chain synthetic exposure.
Projects
About Metronome
Metronome is a unified synthetic asset protocol built for capital efficiency, enabling users to mint a wide range of synthetic assets (such as msETH, msUSD, and msBTC) by leveraging blue-chip and yield-bearing tokens as collateral through its core 'Synth Engine'. The protocol supports multichain minting of synthetic assets via LayerZero OFTs, and its synthetic engine is expanding to power a new on-chain 'super app' called Odyssey. Governance of the protocol is managed by the Metronome DAO, a community of MET and esMET token holders who vote on the protocol's future via Snapshot. The $MET token underpins key protocol utilities and grants holders DAO governance rights. Metronome primarily serves DeFi users and liquidity providers looking for capital-efficient synthetic asset strategies.
Skills
About the Role
You'll be on the front lines providing world-class customer service as part of the engineering organization. You'll become an expert on the product and partner closely with engineers, customer success, solutions architecture, and growth teams, as well as customers' developers. You'll handle customer escalations through the ticketing system, use internal observability tools to diagnose and scope customer-facing issues, collaborate directly with customers via Slack and other channels, and develop internal tools and documentation to improve the support experience. You'll provide feedback to the product team on common challenges and help influence the product roadmap.
Requirements
- 2+ years of work experience in a B2B customer-facing technical support organization or in engineering
- Experience working closely with engineering teams and providing technical feedback on customer issues
- Ability to debug and triage bugs and escalations from customers
- Can communicate technical capabilities of the product to customers
- Experience writing scripts or internal tools using APIs, and functional knowledge of SQL
- Strong written and verbal communication skills, with the ability to break down complex technical concepts clearly
- A mindset of customer empathy and ability to solve challenging problems
Responsibilities
- Provide technical guidance to customers' developers on best practices for integrating with APIs and utilizing product functionality
- Troubleshoot issues that arise from customers and diagnose blockers
- Escalate issues with customer context to the engineering team
- Develop internal tools to automate customer workflows not currently available in the product
- Provide feedback on recurring patterns and advocate for addressing feature gaps in the product
- Design and assist in implementing a comprehensive knowledge base to assist customers
Benefits
- Market-benched equity
- Sales incentive pay (for eligible roles)
- Comprehensive health benefits