Technical Support Engineer (Community, Remote)

  • 🏛️certik
  • 🏷️
    Engineering
  • 🌐
    New York / Seattle / Bay Area / Remote
  • 📅17 days ago

Description

About the Company
One of the fastest-growing and most trusted companies in blockchain security, CertiK is a true market leader. To date, CertiK has worked with over 3,200 Enterprise clients, secured over $310 billion worth of digital assets, and has detected over 60,000 vulnerabilities in blockchain code. Our clients include leading projects such as Aave, Polygon, Binance Smart Chain, Terra, Yearn, and Chiliz.

Investors = Insight Partners, Sequoia, Tiger Global, Coatue Management, Lightspeed, Advent International, SoftBank, Hillhouse Capital, Goldman Sachs, Coinbase Ventures, Binance, Shunwei Capital, IDG Capital, Wing, Legend Star, Danhua Capital, and other investors.

About the role
Our customer base is growing fast along with the features we are adding to support them. As a result, we have more questions, feedback, and tickets coming in than ever before. As we have just launched our Discord/Telegram channel, we need a customer support specialist who can answer both new and old clients' questions. In this role, you’ll be on the front lines introducing our latest products and features to our clients.

As a customer support specialist, you’ll be the customer’s first point of contact as they encounter roadblocks. Because we are constantly adding new features to the existing stack, you are expected to have a keen knowledge of our latest products and be able to provide personalized instructions to customers via email, phone, social media channels, and live chat. 

You will act as the first point of contact for customers, solve the most common problems users may have, and gather all the necessary information before escalating to the higher support levels.