Technical Customer Engineer - Full-Time, Remote (USA)
Space and TimeAbout the role
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
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