Customer Success Engineer

Summary

Join Gelato's Customer Success Engineering/DevRel team and play a vital role in ensuring exceptional customer experiences. This role requires a technical background and involves guiding customers through onboarding, resolving issues, and liaising with the engineering team. You will be the primary point of contact for RaaS customers, coordinating rollup launches and providing hands-on technical support. Success in this position requires excellent communication skills, strong Web3 knowledge, and the ability to troubleshoot complex technical problems. Gelato offers a fully remote work environment, a competitive compensation package including a generous token package, and the opportunity to shape the future of Web3.

Requirements

• 3 years experience in the same or a similar position
• Excellent professional communication skills (You’ll be jumping on calls with high profile accounts and leading these conversations)
• Good Web3 tech know-how, specifically around blockchain infrastructure, smart contracts and javascript
• Ability to understand and troubleshoot complex technical issues
• Fast learner: Ability to pick up new complex tech problems e.g rollup-related topics, at pace
• Responsibility: Eager to have a lot of responsibility e.g managing key accounts
• Technical degree
• Fluent in English

Responsibilities

• Be the first point of contact for Raas Customers
• Coordinate rollup launches
• Provide hands-on technical support to Raas Customers
• Ensure all questions and issues are resolved appropriately
• Liaise with the engineering team for complicated issues and follow-up with the customer with resolutions
• Provide customer feed-back to the product team
• Build and maintain relationships with customer’s points of contact
• Achieve KPI targets on “First Time To Respond” and “Time to Resolution”

Benefits

• Fully remote team, with team members in Zug, Paris, New York, London, Singapore, and many other cool places
• Competitive package with a generous token package. Get a share of the network token and be able to participate in the Gelato DAO
• Chance to participate in shaping the future of web3 by working together with the biggest projects in this space that use Gelato such as Optimism, Polygon, Arbitrum, Celestia and Eigenlayer