Open Position Customer Support Engineer
TenderlyBelgrade, Serbia

About Us

Tenderly is on a mission to break the high barrier to entry for blockchain technology by enabling every developer to fully utilize what we believe is the next fundamental standard of the internet. We built Tenderly as an all-in-one Ethereum developer platform - a complete ecosystem of tools, services, and infrastructure to serve as an essential partner in every developers' blockchain journey.

To us, blockchain represents the future of software that is driven by open collaboration and compounding innovation; where the scarcity mentality of today is replaced by one of abundance and optimism. That’s why widespread adoption is an integral part of our mission as we try to enable as many developers as possible to enter the industry and build groundbreaking products.

So far, we have helped tens of thousands of developers work with the blockchain more efficiently, we’re actively working with some of the biggest names in the space and have most recently raised our $40M USD Series B led by Spark Capital!

We're looking for a Customer Support Engineer to join our growing team and help us with processes issues related to Tenderly products and services.

Responsibilities

  • Serves as the 1st line of support for all inbound issues coming from all support channels (Intercom, Slack, Telegram, Discord...) at Tenderly.
  • Performing initial triage and assessing issue severity.
  • Processing and resolving 1st line support user requests in a timely and accurate manner.
  • Routing user support issues to the appropriate team member according to predefined processes.
  • Coordinating E2E flow of support requests with L2/L3 support until final resolution has been communicated to the user.
  • Reporting on support metrics and ensuring that service levels are within agreed targets.
  • Gathering user feedback and reporting it back to the Product and Engineering team.
  • Continuous improvement of self-service/knowledge management mechanisms, support processes related to operational efficiency, accuracy, and provide quality of service.
  • Providing suggestions for improvement of support processes and ensuring alignment with all stakeholders.
  • Proactive updates to users on bug/feature request status reports.
  • Ownership of continuous improvement of support processes and support-related activities.

Requirements

  • At least 2 years of experience in a similar role (or in project/product management).
  • Knowledge of scripting in any programming language.
  • Prior exposure to SQL, Git, REST API, Cloud (AWS/GCP).
  • Technical educational background preferred.
  • Understanding the basic concepts of crypto/blockchain.
  • General knowledge/understanding of SDLC/Business/Finance/Support flows.
  • Willingness to go beyond basic support flows.
  • Technical curiosity and willingness to learn new things.
  • Ability to work independently and quickly take over and implement different initiatives.
  • Excellent written and verbal communication skills.
  • High-level analytical thinking and being able to efficiently collect, organize and analyze complex datasets.
  • Fluency in English - both written and verbal.

What we Offer

Finance

  • Stock Options - We believe that everybody should own a part of the company and we want our team members to benefit from our shared success.
  • Transparent compensation - To ensure fair and equal pay for all employees, salaries within the company are completely transparent.
  • Yearly bonus - Non-performance-based bonus amounting to 10% of employee's annual base salary is given at the end of each year.

Support in life changes

  • Relocation assistance - We provide residence and work permit support, as well as 3 months rental costs covered.
  • Fully covered maternity leave - The leave is fully covered, in the amount of the last salary person received during the regular engagement.
  • Paternity leave - Four weeks of paid time off after a baby has arrived to help share the joys & responsibilities.

Working environment

  • In-office catering & drinks - Breakfast and lunch provided in office by a catering company. Non-vending machine drinks and a strong coffee culture included.
  • Company equipment - Standard equipment includes a MacBook laptop, Dell monitor, and a keyboard and mouse of your choice.

Welfare

  • Flexible, no less-than vacation policy - We know that unlimited vacation policies usually have the opposite effect, so we encourage people to actually take and use their time off for rest and relaxation. We have established a minimum of 21.5 days that should be used in a given time of 12 months.
  • Flexible working hours - You are fully entrusted to effectively manage your working hours, the only important thing is that it allows for collaboration with your team.
  • Health insurance for you and your dependants - Medical insurance to keep you and your spouse, partner, and children healthy.
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