Safe Ecosystem Jobs

Gelato is an all-in-one Rollup as a Service Platform built without limits. Designed to be super-fast, incredibly secure, and infinitely scalable, Gelato rollups allow anyone to build and deploy their fully serviced Layer 2 chains on Arbitrum, Optimism, Celestia and more at a pace natively integrated with Web3's favorite tools and services like Etherscan, The Graph, Pyth, Layer Zero and many more launching a production-ready web3 development environment from the Genesis block.

Our Customer Success Engineering/DevRel team is vital in ensuring Gelato’s customers have an exceptional experience. This role is ideal for someone with a technical background who thrives at the intersection of customer engagement and technical support.

From the beginning, you’ll take ownership of the customer relationship, guiding them through a seamless onboarding process and setting them up for long-term success. You’ll address questions, resolve issues, and handle requests efficiently and effortlessly.

Responsibilities:

• Be the first point of contact for Raas Customers.
• Coordinate rollup launches.
• Provide hands-on technical support to Raas Customers.
• Ensure all questions and issues are resolved appropriately.
• Liaise with the engineering team for complicated issues and follow-up with the customer with resolutions.
• Provide customer feed-back to the product team.
• Build and maintain relationships with customer’s points of contact.
• Achieve KPI targets on “First Time To Respond” and “Time to Resolution”