Technical Success Engineer (Web3)

Technical Success Engineer

Company

Liminal Custody

Conditions

20 hours agoJunior Hyderabad, India Full Time Customer Support Jobs by Liminal Custody

Skills

Logs Troubleshooting Observability Sla Datadog Ticketing Sql Debugging Api Communication Wallet Integration Onboarding Freshdesk Transaction

About the Role

You will act as the technical advocate and first line of defense for customers. You will own customer inquiries across portal, email, and Slack, lead live troubleshooting and screen-share sessions, analyze logs and metrics to find root causes, troubleshoot REST API and SQL integration issues, use observability tools to diagnose problems, and communicate clear next steps while logging work in the ticketing system. You will also support onboarding and assist Technical Account Managers with API integrations.

Requirements

• Minimum of 1 year of experience in customer-facing technical support or engineering
• Proven mastery of REST APIs and SQL for troubleshooting and integration
• Exceptional debugging skills and experience with log analysis
• Familiarity with observability/monitoring tools such as Datadog or similar
• Excellent verbal and written English communication skills
• Experience working with high-value customers in a fast-paced environment
• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field

Responsibilities

• Own customer inquiries across all support channels and resolve them end to end
• Lead technical troubleshooting sessions via calls and screen-sharing
• Collaborate with internal subject matter teams to resolve complex issues
• Advocate for customers internally using data and feedback
• Proactively mitigate potential customer issues and prioritize high-value users
• Diagnose root causes using technical data, logs, and customer feedback
• Troubleshoot REST API and SQL integration issues
• Analyze platform logs with observability tools to identify faults
• Maintain meticulous logging in the ticketing system and update private notes
• Support customer onboarding and assist with API implementation projects

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