1 day ago
Remote, IndiaMid Level
Responsibilities
- Own customer inquiries through complete resolution across portal, email, Slack, calls, and screen-sharing sessions while adhering to service-level agreements.
- Troubleshoot customer integration issues, transaction failures, wallet creation errors, and system-status problems using REST APIs, SQL, technical data, and logs.
- Use Datadog or similar log-management and monitoring tools to investigate issues to root cause and prevent recurrence.
- Collaborate with internal subject-matter teams and advocate for customer-driven improvements and defect elimination.
- Provide proactive support and product guidance to customers using Liminal’s crypto custody products.
- Maintain accurate contact records, categorization, status updates, next steps, and timelines in the ticketing system.
- Assist Technical Account Managers with onboarding, technical implementation projects, and API integration setup.
Requirements
- At least 2 years of relevant experience in customer-facing technical support, service, or engineering in a fast-paced environment, including experience with high-value customers.
- Expert knowledge of REST APIs and SQL for troubleshooting and integration, with exceptional debugging capabilities.
- Excellent verbal and written English communication, relationship management, and customer-support skills.
- 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.
- High proficiency with cryptocurrency and crypto wallet products is preferred.
- Professional experience in technology, crypto, finance, or fintech is preferred.
Tech Stack
DatadogSQL
Categories
Solutions Engineering