Description

Gelato is an all-in-one Rollup as a Service Platform built without limits. Designed to be super-fast, incredibly secure, and infinitely scalable, Gelato rollups allow anyone to build and deploy their fully serviced Layer 2 chains on Arbitrum, Optimism, Celestia and more at a pace natively integrated with Web3's favorite tools and services like Etherscan, The Graph, Pyth, Layer Zero and many more launching a production-ready web3 development environment from the Genesis block.

Our Customer Success Engineering/DevRel team is vital in ensuring Gelato’s customers have an exceptional experience. This role is ideal for someone with a technical background who thrives at the intersection of customer engagement and technical support.

From the beginning, you’ll take ownership of the customer relationship, guiding them through a seamless onboarding process and setting them up for long-term success. You’ll address questions, resolve issues, and handle requests efficiently and effortlessly.

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”

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

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
World-class Investors - We are backed by the community, including industry-leading experts such as Dragonfly, ParaFi, Nascent, IDEO, IOSG and Galaxy Digital

Customer Success Engineer - Web3

Anywhere in the world

Remote

Senior

Gelato