Customer Support at Chainalysis is a globally distributed team dedicated to empowering our customers. Every day we help push forward our company’s goals of increasing product engagement and reducing customer churn. We strive to make our service a Sales differentiator by earning a reputation of unmatched excellence in the industry.
The Technical Solutions Engineer in Customer Support is excellent at combining their technical skills and business acumen to drive enterprise-level conversations with our on-premise customers around incidents, trade-offs, support, and risk mitigation. We measure success by the satisfaction of our customers and mitigation of potential product downtime related to technical issues.
In one year you’ll know you were successful if…
- You have built and managed long-term, systematic and robust solutions to ensure our on-premises solution meet the highest engineering standards and deliver on customer expectations
- Our customers have seamlessly installed applications and programs that support our solutions and confidently rely on Chainalysis Customer Support to diagnose and troubleshoot software and hardware problems quickly and efficiently
- You’ve come to own, manage and ensure the smooth operation of all on-premises solutions independently
- You’ve contributed to fixes and enhancements to current on-premises product
- You’ve worked closely with cross functional teams building new tooling and provided constant improvements
- You’ve worked with Engineering, Customer Success, and Sales to discover and fix technical issues in our on-premises solution
- You’ve helped drive best practices across on-premises solution and data integrations
A background like this helps:
- Technical support experience on an enterprise software product catering to US Government customers, preferably with experience operating in classified or “airgapped” environments
- Must have TS/SCI clearance
- Advanced level System Administration knowledge
- Advanced level Scripting knowledge (Python & Bash)
- Strong knowledge of APIs, Linux, hardware configuration, Java applications, & PostgreSQL
- AWS Knowledge along with working experience with Cloud Formation/Terraform. Additional cloud provider experience like Azure is a bonus.
- Excellent debugging and root cause analysis skills
- Technically driven and prefer to automate processes
- Enjoy working with others in a collaborative fashion
- Strong communicator, both written and verbal
#LI-MM1