Customer Support Engineer

2 weeks ago

Manila, National Capital Region, Philippines Crossmint Full time

At Crossmint we're on a mission to bring the world on-chain. This is an urgent and important matter: as artificial intelligence advances, the lines of what is real and not, are blurring – fostering a growing issue of bot spam, disinformation, deepfakes, and corruption. By bringing the world on-chain, we can create cryptographic proofs that restore our ability to discern what is true, vs not.

How do we do this? Crossmint is accelerating this transition, by building APIs and tools that make it 100x easier to create, custody and commerce with digital assets (NFTs) and credentials (VCs).

How do we fund this mission? We sell our tools and APIs as a service to other companies who wish to integrate NFTs, wallets or credentials inside their systems. We save these companies hundreds of thousands of dollars in infrastructure and engineering, and charge them a fraction to manage all for them in a secure, compliant and low maintenance way. More than 30,000 devs and companies have used us, including Mastercard, Microsoft, Etihad Airways, Red Bull, Adidas, Asus, AC Milan, Phantom, Rarible, Refik Anadol, and Snoop Dogg.

In addition, Crossmint is backed by top tier investors and angels in the fintech and crypto space.

Who are we looking for? We are looking for folks with extreme ownership, competence and integrity. Our team includes math olympiad winners, Guinness world record holders, athletes, music composers, empaths, and degens. Diverse applicants are encouraged to apply.

Location

Madrid, Spain

Type of employment

Full-time (Spain)

Seniority

Senior (4–7 years)

Responsibilities

At Crossmint, we pride ourselves on providing the best-in-class experience for developers and enterprises integrating our APIs into their apps and services.

The Senior Customer Success Engineer is the primary responsible person for ensuring this occurs: in this role, your main responsibility will be to work with our clients' engineering teams to help them integrate and maintain an integration of their products with our services. You will do so by providing guided onboardings into our products, and technical support when they hit an integration roadblock, or experience issues after launch. Your responsibilities will include:

Onboard, support and guide clients through their journey of integrating Crossmint APIs into their apps and services. Provide a best-in-class customer experience when doing so

Deliver exceptional technical support, acting as specialist for client queries and issues with our products, services and integration.

Debug complex technical issues of our clients when interacting with our products and the blockchain

Creating technical demonstrations and improve self-service documentation

Cultivate a deep understanding of blockchain and cryptocurrency to offer insightful support and guidance to our users and clients

Liaise with our engineering team, providing valuable customer feedback to enhance our product offerings

Adapt to a fast-paced work environment, displaying readiness to tackle new challenges and support initiatives

Ensure high service levels are met with an approachable and responsive presence during designated shifts

Create and manage automations via tools like zapier, scripting or GPTs

About You

To thrive in this role, you should possess the following qualifications:

Excellent reading and writing comprehension skills in English

5+ years in a technical support position, preferably in fintech or software companies

Know how to program mid level complexity web applications or backend services

Experience with customer service tools like Zendesk, and experience working in a team with references to support this

Hold a technical degree in Engineering or IT or a related field or equivalent knowledge and skills with industry experience in technical support roles.

Willingness to participate in on-call support rotations, providing reliable assistance as needed

Preferred Experience

We highly value candidates with the following experiences:

Solid understanding and hands on experience in solidity (must be able to write and deploy your own smart contracts), ERC721 and ERC1155

Highly proficient on Typescript or Python

Deep knowledge and hands-on experience on Rest API

Deep knowledge and hands-on experience persistence layers

Highly proficient on logs reading and stack traces to troubleshoot issues

Solid understanding and hands on experience of cryptocurrencies, blockchain technology, smart contracts, and NFTs

NFT user (or creator) with a history of making or purchasing NFTs before, showcasing a genuine interest in the NFT space and the importance of secure wallet solutions.

Hands-on experience using Artificial Intelligence (AI) and process automation tools like Zapier to enhance customer support operations

Deep knowledge on observability monitoring tools such as datadog

If you are passionate about our mission and possess the skills and experience outlined above, we invite you to join us in our mission at Crossmint.

Highly competitive location-based compensation.

Unlimited, flexible PTO.

Company laptop and quarterly allowance for any necessary home equipment.

Free meals in the office.

Company-paid trips for annual off-sites and team bonding.

Results and delivery: Ship high quality work fast.

Build for the long term: Build scalable, secure, and reliable solutions. Use AI.

Extreme Ownership: Be an effective Direct Responsible Individual (DRI). Be proactive.

Be a team player: Be an effective and kind colleague providing credible challenge. Be present and reliable.

If you are interested please apply with your resume and a cover letter at

Follow us on Linkedin and Twitter to keep updated with our latest activity

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