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Technical Customer Engineer - Full-Time, Remote (USA)

Space and Time

Space and Time

IT, Customer Service
United States · Remote
Posted on Wednesday, May 15, 2024

About Space and Time Labs, Inc.

At Space and Time, we are solving Web3’s toughest data analytics challenges at planetary scale with decentralized, peer-to-peer technology. We are building the data foundation of Web3: a fully decentralized and community-operated data warehouse, using novel cryptography to connect tamperproof query results directly to smart contracts. This enables joining trustless on-chain and off-chain data in a single platform, allowing Web3 developers to build new use cases quickly. Our team is growing fast, backed by the top L1 blockchains and VCs, as well as enterprise partners such as Microsoft and Samsung NEXT.
A career at Space and Time is lucrative, fast-paced, and very creative. We value you (and all your ideas), and we bring an endless supply of perks. This includes flexible workweeks + flexible vacation, we attend exciting events/conferences/parties, we’re headquartered in San Clemente (but don’t mind you working remote), and most importantly- we provide analytics technology to the largest dApps, DAOs, DeFi/DEXs, GameFi, NFT platforms, enterprises, etc. We are committed to growing a diverse and welcoming team in a safe space to be yourself and learn from the most innovative minds in blockchain and data warehousing. Help us invent the first truly decentralized data platform!

As a Technical Customer Engineer at Space and Time Labs, you will play a crucial role in ensuring our customers receive exceptional technical support and assistance. You will leverage your technical prowess, customer service skills, and ability to empathize with customers to ensure their issues are resolved promptly and effectively. You should have a passion for Web3 and to provide timely and effective solutions to customer inquiries and issues.

The US pay range for this full-time position is $63,500 - $96,200. In addition to your base pay, your total compensation package may include a targeted annual bonus, RSU, and benefits.

Individual base pay depends on various factors, such as the complexity and responsibility of the role, job duties/requirements, and relevant experience and skills. Base pay ranges are reviewed and typically updated each year. Offers are made within the base pay range applicable at the time.

Responsibilities:

  • Serve as the primarily point of contact for technical inquires and issues reported by customers via various channels (e.g. email, chat, phone).

  • Diagnose and troubleshoot technical issues related to our platform, escalating complex issues to the appropriate internal teams when necessary

  • Utilize your engineering skills to write Python and/or JavaScript, execute SQL queries, and perform other technical tasks to assist customers in resolving their issues and develop solutions on top of SxT APIs

  • Utilize your engineering skills to call APIs, write SQL queries, engage with at least one of our SDKs (Python / NodeJS / GoLang) and perform other technical tasks to assist customers in resolving their issues.

  • Collaborate closely with the product development and engineering teams to communicate customer feedback and contribute to product improvements.

  • Help our engineers solve bugs, particularly those related to our APIs and UX, reported by customers.

  • Document and maintain knowledge base articles, FAQs, and support documentation to empower customers to self-serve whenever possible.

  • Proactively identify trends in customer inquiries and feedback to inform product development and improve the overall customer experience.

  • Maintain a high level of professionalism and empathy when interacting with customers, ensuring they feel valued and supported.

Skills & Qualifications:

  • Solid technical background with the ability to call APIs, write SQL queries, and troubleshoot technical issues.

  • Previous experience in technical support or customer support role, preferably in a technical driven environment.

  • Genuine interest in Web3 technology and its potential impact on the future of data analytics.

  • Excellent communication skills, both written and verbal, with the ability to convey complex technical concepts in a clear and concise manner.

  • Demonstrated ability to work independently and collaboratively in a fast-paced, dynamic environment.

Nice to Have:

  • Willingness and potential to build and lead a team of customer support representatives in the future.

  • Experience in data management using Python.

  • Bachelor's degree in Computer Science or a related field.

This is an individual contributor role initially, but there is potential for growth and leadership opportunities as the team expands. If you are passionate about Web3 technology, thrive in a fast-paced environment, and are committed to providing exceptional customer support, we encourage you to apply and join us on our mission to revolutionize decentralized data analytics!

Additional Employee Benefits:

  • Medical, dental, and vision insurance

  • Short-term and long-term disability, accidental death & dismemberment, basic life, and supplemental voluntary insurance

  • 401(k) with employer match

  • Employee Assistance Program

  • Flexible personal paid time off

  • 17 company-paid holidays in 2024 (including a winter holiday shutdown)

Our Commitment to Diversity and Inclusion:

At Space and Time, we are committed to fostering a diverse and inclusive culture where everyone can excel. We take great care to ensure that our hiring practices are inclusive and meet equal employment opportunity standards. Individuals looking for employment at Space and Time are considered without regard to various factors, including age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other protected characteristics.

Notice to Third-Party Recruitment/Staffing Agencies:

Space and Time Labs, Inc. does not accept unsolicited resumes or CVs from recruiters or employment agencies without a binding, fully executed, written agreement. Any written or verbal communication with any person within Space and Time Labs, Inc. does not create a binding agreement. Space and Time Labs, Inc. will not pay a fee to any parties that do not have a valid, fully executed Agreement in place. Any unsolicited resumes or CVs, including those submitted to hiring managers or employees are deemed to be the property of Space and Time Labs, Inc. Space and Time Labs, Inc. explicitly reserves the right to hire those candidate(s) without any financial obligation to the recruiter or agency.

Parties without a fully executed and valid agreement are requested not to contact any hiring managers of the Company with recruiting inquiries or resumes. All candidate resumes must be presented to the hiring managers directly by the Company’s internal Talent Acquisition team. Agencies interested in partnering with Space and Time Labs, Inc. may contact our Talent Acquisition team ([email protected]). Email: [email protected].