Description

About the Company

Meld is a fast growing startup looking to add developer support for customers who use our API driven platform for managing their crypto related integrations. We’re focused on helping money move on chain with a clear focus of building the largest network to access stablecoins and crypto currencies.

About the Role

We are currently seeking a dedicated Solutions Engineer / Developer Support with a strong understanding of APIs to join our dynamic team. This role is pivotal in supporting our tech-savvy customers and ensuring their success using our advanced product offerings.

The primary KPI is effective developer support with organized response management, effective communications, and strong customer responsiveness and ownership (all technical requests).

The secondary KPI is to improve developer experience, developer documentation, and developer satisfaction.

Responsibilities

  • Provide first-level contact and convey resolutions to customer issues related to API usage and integration
  • Properly escalate unresolved queries to the internal product and engineering teams
  • Track, route, and redirect problems to correct resources
  • Walk customers through problem-solving processes, including effective use of troubleshooting tools and diagnostic tests
  • Update customer data and produce activity reports
  • Follow up with customers, provide feedback, and see problems through to resolution
  • Utilize excellent customer service skills and exceed customers’ expectations
  • Ensure proper recording, documentation, and closure of all trouble tickets
  • Recommend procedure modifications or improvements
  • Preserve and grow your knowledge of help desk procedures, products, and services

Qualifications

  • Bachelor’s degree is required, and a background in Information Technology, Computer Science or equivalent is strongly preferred

Required Skills

  • Proven working experience in providing developer facing support
  • Familiarity with API functionalities, SDKs, and software integrations is required
  • Experience with at one or a few programming languages (e.g., JavaScript, Python) is required
  • Proficiency in customer service practices and ticketing systems
  • Strong problem-solving skills and ability to diagnose and resolve technical problems
  • Excellent communication skills with the ability to effectively communicate in English both in verbal and written forms

Equal Opportunity Statement

Meld is committed to diversity and inclusivity in the workplace.