Remote Customer Success Engineer

Summary

Join our team at Magic Labs as a Customer Success Engineer and enhance customer integration process, resolve technical issues, and partner with customers to assist with implementation and integration.

Requirements

• Strong passion for Web3 and blockchain knowledge, ideally Ethereum
• Strong knowledge of React and NextJS
• Excellent technical communication skills - able to explain complex concepts to both technical and non-technical customers
• A collaborative mindset and a strong competency to partner with cross-functional teams
• The ability and desire to learn complex technical concepts quickly and continuously
• An autonomous ability to work independently with minimal supervision
• A passion for solving open-ended technology and business challenges
• A love for teaching and getting into the weeds to solve customer needs
• An ability to shift gears multiple times throughout the day, while prioritizing multiple tasks at once
• 2-4+ years of experience in a customer support engineering role

Responsibilities

• Prioritize and drive resolution of customer issues quickly and efficiently
• Foster and utilize a deep understanding of the Magic SDK and how to integrate it into different languages and frameworks, such as React.js
• Provide technical guidance and best practices as the technical support expert to customers
• Deep dive into customer code to resolve bugs
• Serve as the first point of contact for supporting our enterprise and developer customers, partners and end users
• Develop and iterate on processes, tools, communication channels, and documentation to enable the best possible technical support experience at scale
• Drive relationships with customers to understand technical and business objectives
• Advocate customers’ needs cross-departmentally and continuously iterate to provide the best customer experience
• Evangelize and educate customers on our existing products and new product launches
• Work closely with engineering teams building out solutions for client use cases

Preferred Qualifications

• Computer Science degree
• Experience in a technical support role serving developers
• Full-stack development experience, ideally JavaScript and Python
• Top-notch relationship management skills

Benefits

• Remote-first culture with flexible working hours
• Competitive salary with stock options
• 99% company-paid medical*, dental and vision insurance; 100% company-paid life and disability insurance
• 401(k) plan* (US) or pension plan (CAN)
• $3,600 annual reimbursement for remote work, wellness and professional development
• Flexible time off
• Up to 12 weeks of paid parental leave
• Family planning and reproductive health benefits, including up to $5,000 reimbursement, through Maven*