ConsenSys is the leading Ethereum software company. We enable developers, enterprises, and people worldwide to build next-generation applications, launch modern financial infrastructure, and access the decentralized web. Our product suite, composed of Infura, Quorum, Codefi, MetaMask, Truffle and Diligence, serves millions of users, supports billions of blockchain-based queries for our clients, and has handled billions of dollars in digital assets. Ethereum is the largest programmable blockchain in the world, leading in business adoption, developer community, and DeFi activity. On this trusted, open source foundation, we are building the digital economy of tomorrow. To explore our products and solutions, visit http://consensys.net/.
We’re building for a future where the internet and world economy empowers people through interactions based on consent, privacy, and free association. Where both communities and individuals flourish. To accomplish that, we’re working hard to make web3 accessible for everyone.
MetaMask is both a crypto wallet and a gateway to the decentralized web. Our tools help people create communities, play video games, access financial services, make payments, invest in assets, protect against economic turmoil, and more. Our browser extension and mobile platforms meet the needs of millions of users and developers across the world.
Originally a humble key manager, today MetaMask serves over 10,000,000 monthly active users as a decentralized application development platform, an aggregator of decentralized cryptocurrency exchanges, and a decentralized identity manager.
About Customer Success at ConsenSys
The Customer Success team provides dedicated, tailor-made support solutions to emerging ConsenSys ventures. Being a newly formed function within ConsenSys, the Senior Technical Support Engineer will have ample latitude in shaping and executing a shared customer success vision. Our work makes MetaMask more accessible for millions of people, helping them to join the decentralized web.
About the role
We are seeking an experienced support engineer capable of independent problem solving capabilities. A support engineer who possesses a strong understanding of MetaMask and web3 use cases. The candidate will work closely with Customer Success Leaders, internal and external Engineering teams for the products he/she will be engaged in. Your work will ensure the Customer Success team meets all its commitments and has the knowledge and capabilities to deliver best in class support to our customers.
Responsibilities will include:
Hands-on technical support activities
Act as an escalation point for customer complaints for the products she/he is engaged with
As part of a global support team, working on establishing operational protocols and standards
Helping in hiring, training and mentoring new team members
3+ years of experience in technical customer support role
2+ years as a user of MetaMask
Excellent communication skills in English
Understanding of Ethereum, Ethereum development, and the blockchain ecosystem
Knowledge of web3 use cases, such as DeFi, NFTs, DAOs, and blockchain gaming
Experience in supporting and troubleshooting web applications, JSON and Rest APIs
Experience using hardware wallets with MetaMask and adding custom tokens within MetaMask
Be familiar with blockchains other than the Ethereum Mainnet and how these work with MetaMask
Have a proven track record as a participant in decentralized/web3 communities
Don't check all of the boxes? Don't sweat it. We’re passionate about building a diverse team of humans and as such, if you think you've got what it takes for our chaotic-but-fun, remote-friendly, start-up environment—apply anyway. While we have a pretty good idea of what we need, we're ready for you to challenge our thinking on who needs to be in this role.
Why join ConsenSys?
Here are some of the perks of being part of a unique organization like ConsenSys
One of the most recognized tech companies in the blockchain ecosystem globally. A work experience at ConsenSys is a tremendous reference for your future career. ConsenSys alumni have moved on to become tech entrepreneurs, CEOs, and team leads at tech companies.
The forefront of a revolution. We fundamentally believe blockchain is a next generation of technology that can lay the foundation for a more just and equitable society. You can be a part of building the digital economy of tomorrow and radically transforming our society for the better.
A dynamic startup environment with deep roots. We are one of the earliest blockchain companies and a leader in the space. You’ll join a network of entrepreneurs and technologists that reaches the edge of our ecosystem.
Deep technical challenges. Blockchain technology is just over 10 years old. Ethereum itself is still a toddler. There is much to be done before these platforms can scale to the order of millions or billions of users. We are building the tools, infrastructure and applications l that are pushing the technology forward.
Continuous learning and improvements. You’ll be constantly exposed to new concepts, ideas and frameworks from your peers and as you work on different projects — challenging you to stay at the top of your game.
ConsenSys is an equal opportunity employer. We encourage people from all backgrounds to apply. We are committed to ensuring that our technology is made available and accessible to everyone. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law.
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