Customer Success Engineer

The Role

The Customer Success Engineer focuses on enhancing Magic's customer integration process. The role applies technical expertise to resolve technical issues while partnering with customers to assist with implementation and integration. It may also require stepping into pre-sales conversations to answer technical questions in real-time, improving our GTM process. This is a high-impact role with an opportunity to lay the foundation of success for our customers.

This position is fully remote, and we’d love to see applicants across the US and Canada, with a preference for hybrid NYC talent. Unfortunately, we are unable to sponsor or take over sponsorship (ex., H-1B transfer) of employment visas at this time, and applicants must be authorized to work for any employer in the US or Canada.

You will:

• Prioritize and drive resolution of customer issues quickly and efficiently.
• Foster and utilize a deep understanding of the Magic SDK and how to integrate it into different languages and frameworks, such as React.js.
• Provide technical guidance and best practices as the technical support expert to customers.
• Deep dive into customer code to resolve bugs.
• Serve as the first point of contact for supporting our enterprise and developer customers, partners and end users.
• Develop and iterate on processes, tools, communication channels, and documentation to enable the best possible technical support experience at scale.
• Drive relationships with customers to understand technical and business objectives.
• Advocate customers’ needs cross-departmentally and continuously iterate to provide the best customer experience.
• Evangelize and educate customers on our existing products and new product launches.
• Work closely with engineering teams building out solutions for client use cases.

You have:

• Strong passion for Web3 and blockchain knowledge, ideally Ethereum.
• Strong knowledge of React and NextJS.
• Excellent technical communication skills - able to explain complex concepts to both technical and non-technical customers.
• A collaborative mindset and a strong competency to partner with cross-functional teams.
• The ability and desire to learn complex technical concepts quickly and continuously.
• An autonomous ability to work independently with minimal supervision.
• A passion for solving open-ended technology and business challenges.
• A love for teaching and getting into the weeds to solve customer needs.
• An ability to shift gears multiple times throughout the day, while prioritizing multiple tasks at once.
• 2-4+ years of experience in a customer support engineering role.

Bonus points:

• Computer Science degree.
• Experience in a technical support role serving developers.
• Full-stack development experience, ideally JavaScript and Python.
• Top-notch relationship management skills.

Why you'll love working with us:

• Remote-first culture with flexible working hours
• Competitive salary with stock options
• 99% company-paid medical*, dental and vision insurance; 100% company-paid life and disability insurance
• 401(k) plan* (US) or pension plan (CAN)
• $3,600 annual reimbursement for remote work, wellness and professional development
• Flexible time off
• Up to 12 weeks of paid parental leave
• Family planning and reproductive health benefits, including up to $5,000 reimbursement, through Maven*

*Benefits available to US employees only. Canada healthcare coverage differs.

Salary

• $81,000-$91,000/year