Customer Success Specialist

As a Technical Success Engineerat Liminal, you are the technical advocate and first line of defence for our customers. You are an energetic, technically brilliant, and customer-obsessed individual responsible for streamlining the customer experience by proactively mitigating issues, diagnosing technical problems at the root cause, and driving solutions through to resolution. This is a critical, customer-facing role that requires a blend of deep REST API knowledge, exceptional debugging skills, and a passion for guiding users through the rapidly evolving world of crypto custody.

Responsibilities

• Front-Line Technical Resolution: Own customer inquiries reported via all support channels (Portal, Email, Slack) through to complete resolution. This includes leading technical troubleshooting sessions via scheduled or on-demand calls and screen-sharing with customers to diagnose and resolve complex integration issues efficiently, ensuring strict adherence to Service Level Agreements (SLAs).
• Cross-Functional Collaboration: Serve as the primary liaison between the customer and internal teams by collaborating across teams of subject matter specialists to urgently fix and resolve complex issues.
• Customer Advocacy: Represent and advocate for the customer across all internal organisations to drive impactful changes, utilising data and customer feedback to help eliminate defects in the overall customer experience.
• Proactive Support: Be responsible for providing best-in-class customer support, including handling customers proactively to mitigate potential issues and ensuring high-value users receive a superior support experience.

Troubleshooting And Investigation

• Investigative Mentality: Model a deep investigative mentality, utilising technical data, logs, and customer feedback to help diagnose critical issues at the root cause and prevent recurrence.
• API and Debugging Mastery: Utilise expert-level knowledge of REST APIs and SQL to troubleshoot customer integration issues, including transaction failures, wallet creation errors, and system status problems.
• Observability and Monitoring: Leverage excellent debugging skills and familiarity with tools like Datadog (or similar log management systems) to quickly analyse platform logs and diagnose the technical root cause before escalation.
• Product Expertise: Develop a deep understanding of Liminal products and ongoing changes in the crypto environment so you can guide customers to navigate the quickly moving world and unlock additional features, services, and products.

Process And Communication

• Process Adherence: Ensure meticulous logging of all contacts in the ticketing system (e. g., Freshdesk), ensuring accurate categorisation and comprehensive use of Private Notes to log status, next steps, and estimated timelines.
• Clear Communication: Champion clear, professional communication with internal and external partners to align on solutions and drive results.
• Onboarding Support: Aid in the customer journey during the Onboarding phase, supporting the Technical Account Managers (TAMs) by assisting with technical implementation projects and API integration setups.

Requirements

• Experience: Minimum of 2 - 3 year of relevant experience in a customer-facing technical support, service, or engineering role in a fast-paced environment, including experience working with high-value customers.
• Technical Excellence: Proven mastery of REST APIs and SQL for troubleshooting and integration; exceptional debugging capabilities.
• Communication: Excellent verbal and written English communication skills; fantastic communication and relationship management skills.
• Customer Obsession: Demonstrated passion for assisting customers to use Liminal products successfully.
• Adaptability: Flexible and adaptable to meet the evolving needs of a high-growth and fast-paced organisation.
• Education: Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical field.

This job was posted by Smaran Rao from Liminal Custody.