Customer Success Engineer

About

Founded by the creators of Fortmatic, Magic is a Web3 infrastructure company that empowers developers to create seamless and secure user onboarding experiences, abstracting away the complexities of blockchain technology. We are backed by top investors such as Tiger Global, Lightspeed Ventures, SV Angel, Social Capital, Northzone, Placeholder, Naval Ravikant, Alexis Ohanian, and Balaji Srinivasan.

To date, Magic has enabled more than 110K developers and enterprises to onboard over 10 million users to the Web3 ecosystem — and we continue to grow rapidly. We are trusted by leading NFT marketplaces such as Immutable, Niftys, OpenSea, Decentraland and major enterprise Web2 companies alike.

If you are excited to make Web3 accessible and help onboard the next billion users, let’s chat!

The Role

Magic is looking for a talented Customer Success Engineer to join our growing CS team. In this role, you will focus on enhancing the customer integration process. You offer a strong ability to explain complex concepts in simplified terms. The Customer Success Engineer will apply technical expertise to solve all customer bugs, while partnering with existing customers to assist with pre- and post-integration. You will also step 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 shape our customer onboarding flow.

You Will

• Prioritize and drive resolution of customer issues quickly and efficiently
• Have 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
• Deep dive into customer code to resolve bugs
• Be the first point of contact for supporting our enterprise customers and partners
• 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 customer needs cross-departmentally and continuously iterate to provide the best customer experience
• Evangelize and educate customers on our existing products and new product launches
• Contribute to the Magic codebase
• Work closely with engineering teams building out solutions for client use cases
   

You Have

• 1+ years of experience in a software development role
• Strong knowledge of React and NextJS
• Strong technical communication skills - able to explain complex concepts to both technical and non-technical customers
• Strong relationship management skills - able to monitor, analyze, and devise specific action plans to improve customer experience
• Strong teamwork skills - able to work with cross-functional teams
• Able to learn complex technical concepts quickly and continuously
• Able to work independently with minimal supervision
• Loves to solve open ended technology and business problems
• Loves to teach and dive to the bottom of things to unblock customers
• Comfortable with shifting gears multiple times throughout the day
   

Even Better

• Computer Science degree
• Strong project management skills
• Strong blockchain knowledge, ideally Ethereum
• Full-stack development experience, ideally JavaScript and Python
• Experience working with Zendesk and Jira
   

Benefits

• Fully remote team and flexible working hours
• Competitive salary and stock options
• 10% minimum performance-based annual bonus
• Unlimited paid time off
• Platinum-level Health, Vision, and Dental insurance – Magic covers 99%
• 401(k) program
• Top of the line equipment
• $300 monthly budget for personal wellness, professional development, and home office needs
• Annual team meetups
   

At Magic, we believe building a team full of diverse perspectives and experiences is vital to success. We strongly encourage anyone who has been historically under-represented in tech to apply for this role. Magic does not discriminate on the basis of gender, sexual orientation, race, religion, citizenship status, age or physical ability. Empathy, authenticity, and inclusivity are at the core of all we do.

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