1 day ago
Taipei, TaiwanMid Level
Responsibilities
- Own customer inquiries across portal, email, Slack, calls, and screen-sharing sessions through complete technical resolution.
- Troubleshoot customer integrations, transaction failures, wallet creation errors, and system status problems using REST APIs, SQL, logs, and debugging techniques.
- Analyze platform logs with Datadog or similar log-management tools to identify technical root causes and prevent recurrence.
- Collaborate with internal subject-matter teams to resolve complex customer issues and advocate for customer-driven product improvements.
- Provide proactive support and guide customers through Liminal’s crypto custody products and evolving crypto environment.
- Accurately document customer contacts, status, next steps, timelines, and categorization in Freshdesk.
- Support customer onboarding, technical implementation projects, and API integration setups alongside Technical Account Managers.
Requirements
- At least 2 years of relevant experience in a customer-facing technical support, service, or engineering role, including experience with high-value customers.
- Proven mastery of REST APIs and SQL for troubleshooting and integration, with exceptional debugging skills.
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related technical field.
- Excellent verbal and written English communication and relationship-management skills.
- Demonstrated commitment to helping customers successfully use products in a fast-paced, evolving organization.
- Foundational knowledge of blockchain, Web3, staking, staking rewards, self-custody, or cryptocurrency is desirable.
- High proficiency with cryptocurrency and crypto wallet products is desirable.
- Professional experience in technology, crypto, finance, or fintech is desirable.
Tech Stack
DatadogSQL
Categories
Solutions Engineering