Technical Success Engineer

Key Responsibilities

Customer Resolution & Advocacy

• Provide front-line technical support across all channels (Portal, Email, Slack), ensuring complete issue resolution and adhering strictly to Service Level Agreements (SLAs). Lead technical troubleshooting sessions through calls and screen-sharing to efficiently resolve complex integration challenges.
• Act as the primary liaison between customers and internal teams, collaborating with subject matter specialists to expedite the resolution of intricate issues.
• Champion customer needs internally, leveraging data and feedback to drive improvements and eliminate defects in the overall customer experience.
• Deliver proactive, best-in-class support, anticipating customer needs and ensuring high-value users receive an exceptional support experience.

Trouble Shooting & Investigation

• Employ a deep investigative mindset, analyzing technical data, logs, and customer feedback to diagnose critical issues at their root cause and prevent future occurrences.
• Leverage expert-level proficiency in REST APIs & SQL to troubleshoot customer integration issues, including transaction failures, wallet creation errors, and system status problems.
• Utilize excellent debugging skills and familiarity with tools like Datadog (or similar log management systems) to swiftly analyze platform logs and identify technical root causes before escalation.
• Develop comprehensive knowledge of Liminal products and the evolving crypto environment to effectively guide customers and help them leverage additional features and services.

Process & Communication

• Maintain meticulous records of all customer interactions within the ticketing system (e.g., Freshdesk), ensuring accurate categorization and detailed notes on status, next steps, and timelines.
• Foster clear, professional communication with both internal and external stakeholders to align on solutions and achieve objectives.
• Support the customer journey during the onboarding phase by assisting Technical Account Managers (TAMs) with technical implementation projects and API integration setups.

Desired Candidate Profile

• Minimum of 2-3 years of relevant experience in a customer-facing technical support, service, or engineering role within a fast-paced environment, with specific experience supporting high-value customers.
• Demonstrated technical expertise in REST APIs & SQL for troubleshooting and integration, coupled with exceptional debugging capabilities.
• Excellent verbal and written English communication skills, with strong relationship management abilities.
• A genuine passion for helping customers succeed with Liminal products.
• Flexibility and adaptability to thrive in a high-growth, fast-paced organizational setting.
• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical field.