Customer Success Engineer

At Tenderly, we're not just shaping the future of blockchain technology – we're defining it. As a full-stack Web3 infrastructure platform, we provide multi-network support and a comprehensive ecosystem that covers every aspect of the blockchain journey, from initial encounters to advanced Node solutions and serverless cloud compute functions.

Our mission is crystal clear: to empower developers worldwide to harness the full potential of blockchain technology for creating innovative products. With our robust Web3 infrastructure platform, we've already enabled tens of thousands of developers to work more efficiently with blockchain. We thrive on tackling complex challenges head-on, crafting solutions that push the boundaries of what's possible in the blockchain world. From developing bespoke Ethereum Virtual Machine (EVM) implementations to designing proprietary storage layers optimized for our advanced blockchain node solutions, our team is at the forefront of industry innovation.

Customer Success in Tenderly embodies two directions. One team provides assistance to platform users when they encounter technical difficulties (Technical Support team), while the other anticipates Customer challenges or questions and proactively provides solutions and answers (Customer Success team).

About Us

Welcome to Tenderly, where we're not just participating in the blockchain revolution – we're leading it. Our mission? To empower developers worldwide with the ultimate tools to create groundbreaking blockchain products. As a full-stack Web3 infrastructure platform, we offer multi-network support and a comprehensive ecosystem, covering every step of the blockchain journey from initial encounters to advanced Node solutions and serverless cloud compute functions.

We've empowered tens of thousands of developers to navigate the complex blockchain landscape with ease. By tackling the toughest challenges and pushing the limits of what's possible, our team is at the forefront of industry innovation. From developing custom our EVM (Ethereum Virtual Machine) implementations to designing proprietary storage layers for our advanced blockchain node solutions, we are shaping the future of blockchain technology.

About the Role

Customer Success team anticipates challenges or questions and proactively provides solutions and answers for our users.

What You'll Do

•Customer Onboarding

Guide new customers through the onboarding process to ensure a smooth transition and early success with our product.

Assist customers with setting up and navigating through the product or service.

•Technical Support

Troubleshoot technical issues and collaborate with engineering teams to provide timely resolutions to customer inquiries.

•Product Expertise

Develop a deep understanding of our product and its technical capabilities to address customer needs effectively.

Maintain a detailed knowledge of products and services, suggest the best solutions for customer needs, and answer their questions.

•Documentation & Training

Create and deliver customer-facing resources such as guides, FAQs, webinars, and training sessions to enhance user understanding.

Assist in developing training courses and educational materials for team members within the department.

•Retention & Nurturing

Drive renewals by demonstrating the value of our solutions and identifying upselling opportunities.

Foster an energetic customer fan base and locate brand ambassadors to advocate for the product's benefits and value.

•Customer Feedback & Continuous Improvement

Review customer complaints and concerns, seeking ways to enhance all aspects of the customer experience.

Optimize existing processes and actively contribute to improving all Customer Success initiatives.

About You

•Strong Written Communication

You are excellent in writing and able to craft clear, concise, and professional messages

•Technological Proficiency & Problem-Solving

You have proven experience in navigating complex technological conversations with ease

•Stakeholder Collaboration

Experience working with external stakeholders to identify and analyze problems, opportunities, and feedback from both a product and customer perspective.

Build and maintain strong relationships with stakeholders, ensuring their concerns are acknowledged and their expectations are aligned with company goals

Work collaboratively across teams, including Product, Engineering, and Sales, to align on customer objectives and ensure a unified approach to problem-solving.

What we offer

• Stock Options - Join the ride! Own a piece of our journey with stock options for everyone.
• Transparent compensation -No secrets here. Enjoy fair, equal, and transparent salaries.
• Annual bonus - Performance-based bonus amounting up to 20% of employee's annual base salary paid out twice a year based on KPIs.
• Fully covered maternity leave - Welcome your little one with fully paid maternity leave.
• Paternity leave - Four weeks of paid time off to dive into parenthood.
• Office Eats - Free breakfast, lunch, and drinks. Because who doesn't love food?
• Tech Gear - MacBook, monitor, and the accessories you love—your setup, your way.
• Flexible, no less-than vacation - We know that unlimited vacation policies usually have the opposite effect, so we have a minimum of 21.5 days to be used in 12 month timeframe.
• Flexible Hours - Work when you work best. Collaboration is key.
• Health Insurance - Keep yourself and your family healthy with our comprehensive coverage.
• Continuous Learning - Elevate your skills with regular trainings and a professional development budget. We invest in your growth.

Why Tenderly?

Join us at Tenderly, where our values are not just words on a page but the driving force behind our innovative journey.

Fanatic Drive

We're passionately driven to solve our users' problems, tackling challenges with intensity and speed. Our work is our obsession, and we thrive on the fast-paced world of Web3.

Underdog Mentality

We love defying the odds, rejecting the status quo, and achieving the impossible. We're on a mission to revolutionize blockchain technology, constantly pushing boundaries.

Inward Responsibility

We hold ourselves accountable, always striving to improve. We embrace feedback, knowing it drives personal growth and collective success.

Intentional Collaboration

Our success relies on individual contributions and mutual support. We share ideas openly, trust each other completely, and continuously push each other to excel.

Tenderly Transparency™️

We believe in open, honest communication. We share knowledge and opinions freely, fostering a culture of accountability and trust.

Tenderly is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.