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Technical Customer Support Analyst
Technical Customer Support Analyst manages customer queries, troubleshoots issues, handles onboarding, and provides training for Elliptic's crypto risk platform. Requires B2B SaaS experience, crypto/blockchain knowledge, and API/backend expertise.
65k – 125kSan Francisco, CASupport EngineeringHybrid
About the role
Responsibilities
- Lead day-to-day management of customer support queries in line with SLAs, including account maintenance, troubleshooting, training requests, and general queries.
- Proactively learn customer challenges in identifying, preventing, and investigating criminal activity in digital assets; map Elliptic solutions to those challenges.
- Creatively identify and solve integration challenges to ensure platform stickiness within customer's risk and compliance architecture.
- Work with product and engineering teams to provide feedback on new product development opportunities.
- Maintain thorough understanding of API documentation and capabilities to resolve queries and manage prospect conversations.
- Proactively monitor automated customer onboarding to assist Customer Success Managers.
- Internally manage onboarding, monitoring, and maintenance of small to medium customer base.
- Report on ticketing data for capacity planning, product roadmap, and account reviews.
- Collaborate with global Technical Customer Support Representatives, Customer Success Managers, and other departments.
Requirements
- Experience in B2B SaaS space or complex technical market.
- Experience working with/interest in crypto and blockchain.
- Experience with complex technical products.
- Knowledge of crypto.
- Demonstrated knowledge of API and backend systems design.
Nice-to-Haves
- Experience with databases and data analysis.
- Experience in startup/scale-up environment.
Benefits
- Hybrid working with option to work from anywhere up to 90 days/year.
- £500 remote working budget.
- $1,000 Learning & Development budget.
- 25 days annual leave + bank holidays + birthday.
- Enhanced parental leave.
- Private Health Insurance, Spill Mental Health Support, Life Assurance, £100 cryptocurrency, Cycle to Work Scheme.
Skills
APIsBlockchainCryptocurrencySaaSBackend SystemsDatabasesData AnalysisTroubleshootingCustomer OnboardingIntegration
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