Remote Customer Success Engineer - Web3

Description:

• Gelato is an all-in-one Rollup as a Service Platform designed to be super-fast, incredibly secure, and infinitely scalable.
• The platform allows anyone to build and deploy fully serviced Layer 2 chains on Arbitrum, Optimism, Celestia, and more.
• The Customer Success Engineering/DevRel team ensures Gelato’s customers have an exceptional experience.
• This role is ideal for someone with a technical background who thrives at the intersection of customer engagement and technical support.
• The position involves taking ownership of customer relationships, guiding them through a seamless onboarding process, and setting them up for long-term success.
• Responsibilities include being the first point of contact for Raas Customers, coordinating rollup launches, providing hands-on technical support, and ensuring all questions and issues are resolved appropriately.
• The role also involves liaising with the engineering team for complicated issues and providing customer feedback to the product team.
• Achieving KPI targets on “First Time To Respond” and “Time to Resolution” is also a key responsibility.

Requirements:

• Candidates must have 3 years of experience in the same or a similar position.
• Excellent professional communication skills are required, as the role involves leading conversations with high-profile accounts.
• A good understanding of Web3 technology, specifically around blockchain infrastructure, smart contracts, and JavaScript, is necessary.
• The ability to understand and troubleshoot complex technical issues is essential.
• Candidates should be fast learners, able to pick up new complex tech problems, such as rollup-related topics, quickly.
• A sense of responsibility and eagerness to manage key accounts is important.
• A technical degree is required for this position.
• Fluency in English is mandatory.

Benefits:

• The position offers a fully remote team environment, with members located in Zug, Paris, New York, London, Singapore, and other exciting places.
• A competitive package is provided, including a generous token package that allows participation in the Gelato DAO.
• Employees have the chance to shape the future of Web3 by collaborating with major projects in the space that utilize Gelato, such as Optimism, Polygon, Arbitrum, Celestia, and Eigenlayer.
• The company is backed by world-class investors, including industry-leading experts such as Dragonfly, ParaFi, Nascent, IDEO, IOSG, and Galaxy Digital.