Customer Success Engineer - Web3

Gelato is an all-in-one Rollup as a Service Platform built without limits. Designed to be super-fast, incredibly secure, and infinitely scalable, Gelato rollups allow anyone to build and deploy their fully serviced Layer 2 chains on Arbitrum, Optimism, Celestia and more at a pace natively integrated with Web3's favorite tools and services like Etherscan, The Graph, Pyth, Layer Zero and many more launching a production-ready web3 development environment from the Genesis block.

Our Customer Success Engineering/DevRel team is vital in ensuring Gelato’s customers have an exceptional experience. This role is ideal for someone with a technical background who thrives at the intersection of customer engagement and technical support.
From the beginning, you’ll take ownership of the customer relationship, guiding them through a seamless onboarding process and setting them up for long-term success. You’ll address questions, resolve issues, and handle requests efficiently and effortlessly.

Responsibilities:

• Be the first point of contact for Raas Customers.
• Coordinate rollup launches.
• Provide hands-on technical support to Raas Customers.
• Ensure all questions and issues are resolved appropriately. 
• Liaise with the engineering team for complicated issues and follow-up with the customer with resolutions.
• Provide customer feed-back to the product team.
• Build and maintain relationships with customer’s points of contact.
• Achieve KPI targets on “First Time To Respond” and “Time to Resolution”

• 3 years experience in the same or a similar position

• Excellent professional communication skills (You’ll be jumping on calls with high profile accounts and leading these conversations).
• Good Web3 tech know-how, specifically around blockchain infrastructure, smart contracts and javascript.
• Ability to understand and troubleshoot complex technical issues
• Fast learner: Ability to pick up new complex tech problems e.g rollup-related topics, at pace
• Responsibility: Eager to have a lot of responsibility e.g managing key accounts
• Technical degree
• Fluent in English

• Fully remote team, with team members in Zug, Paris, New York, London, Singapore, and many other cool places.
• Competitive package with a generous token package. Get a share of the network token and be able to participate in the Gelato DAO
• Chance to participate in shaping the future of web3 by working together with the biggest projects in this space that use Gelato such as Optimism, Polygon, Arbitrum, Celestia and Eigenlayer
• World-class Investors - We are backed by the community, including industry-leading experts such as Dragonfly, ParaFi, Nascent, IDEO, IOSG and Galaxy Digital