Customer Product Engineer

Alchemy•New York, NY

56d•$130,000 - $165,000

About The Position

Our Customer Engineering team works closely with Alchemy's customers to ensure a great user experience to help them maximize the value they get from the platform. You will manage the relationship from the start to ensure a smooth on-boarding experience and set up customers for ongoing success. You will ensure prompt and effective resolution of questions, problems, and requests. You will use your first-hand knowledge of our customers to inform our product roadmap and aggregate feedback to product and engineering teams. In this role specifically, you will work directly with our Account Abstraction and Wallet Services team to provide hands on product specific customer support, scale this support system, and shape feedback into product decisions. This role is meant for someone with a technical background who is looking to work with multiple sides of the business, with the main focus on delivering results for customers.

Requirements

1+ years of experience in a software development role
Technical degree
Experience and interest in Account Abstraction / Wallet Services
Strong analytical skills
Ability to understand and troubleshoot complex technical issues
Strong communication skills with internal and external stakeholders
Excellent people skills to monitor and measure customer performance
Interest in technology, blockchain, crypto

Nice To Haves

Experience with blockchain a large plus
Founded a company or built side projects, a plus
Experience in startups, a plus

Responsibilities

Provide hands on technical support within the Account Abstraction product vertical
Deliver a stellar customer experience
Scale support through internal tooling and runbooks as well as contribute to devX improvements
Understand customer needs and how to meet unique challenges and goals
Determine gaps and new features we should build to iterate and improve our offering, partnering with internal teams to drive long term solutions
Be the voice of the customers
Build and maintain ongoing relationships with complex stakeholders, both internally and externally
Work in a quickly changing environment
Drive referrals from our customers