Job Application for Customer Success Engineer at Magic

About Magic Labs
If you’re excited about working on the forefront of chain abstraction, user experience and elevated design, we'd love for you to join our team.

Magic pioneered wallet abstraction in 2018, onboarding over 35 million wallets and 190,000 developers. We helped to create invisible wallet experiences for web3 trailblazers like Polymarket, Helium, WalletConnect and Immutable, as well as Fortune 500 brands like Forbes, Naver and Mattel. We've raised over $80 million from notable investors, including PayPal Ventures, Lightspeed, Placeholder, SV Angel, Naval Ravikant, and Balaji Srinivasan.

Today, Magic operates at the forefront of blockchain innovation, providing cutting-edge infrastructure and developer tooling to everyone building onchain. Our mission is to abstract away all technical complexity, empowering developers to create accessible end-user experiences. We believe every internet user should have access to apps and experiences onchain without the headache of traditional self-custody wallets—and the hassle of navigating siloed blockchain networks.

After setting the standard for wallet abstraction, Magic is on a mission to pioneer the next phase of abstraction: chain abstraction. With so many L1s, L2s and L3s entering the space in addition to new VMs, it’s never been more crucial to solve identity and liquidity fragmentation that spans across chains—this is how we’ll achieve true interoperability and seamless user experiences. Magic is building a unified, cross-chain network that will maximize efficiency and accessibility for developers and users alike.

The Role

The Customer Success Engineer focuses on enhancing Magic's customer integration process. The role applies technical expertise to resolve technical issues while partnering with customers to assist with implementation and integration. It may also require stepping into pre-sales conversations to answer technical questions in real-time, improving our GTM process. This is a high-impact role with an opportunity to lay the foundation of success for our customers.

This position is fully remote, and we’d love to see applicants across the US and Canada, with a preference for hybrid NYC talent. Unfortunately, we are unable to sponsor or take over sponsorship (ex., H-1B transfer) of employment visas at this time, and applicants must be authorized to work for any employer in the US or Canada.

You will:

Prioritize and drive resolution of customer issues quickly and efficiently.
Foster and utilize a deep understanding of the Magic SDK and how to integrate it into different languages and frameworks, such as React.js.
Provide technical guidance and best practices as the technical support expert to customers.
Deep dive into customer code to resolve bugs.
Serve as the first point of contact for supporting our enterprise and developer customers, partners and end users.
Develop and iterate on processes, tools, communication channels, and documentation to enable the best possible technical support experience at scale.
Drive relationships with customers to understand technical and business objectives.
Advocate customers’ needs cross-departmentally and continuously iterate to provide the best customer experience.
Evangelize and educate customers on our existing products and new product launches.
Work closely with engineering teams building out solutions for client use cases.

You have:

Strong passion for Web3 and blockchain knowledge, ideally Ethereum.
Strong knowledge of React and NextJS.
Excellent technical communication skills - able to explain complex concepts to both technical and non-technical customers.
A collaborative mindset and a strong competency to partner with cross-functional teams.
The ability and desire to learn complex technical concepts quickly and continuously.
An autonomous ability to work independently with minimal supervision.
A passion for solving open-ended technology and business challenges.
A love for teaching and getting into the weeds to solve customer needs.
An ability to shift gears multiple times throughout the day, while prioritizing multiple tasks at once.
2-4+ years of experience in a customer support engineering role.

Bonus points:

Computer Science degree.
Experience in a technical support role serving developers.
Full-stack development experience, ideally JavaScript and Python.
Top-notch relationship management skills.

Why you'll love working with us:

Remote-first culture with flexible working hours
Competitive salary with stock options
99% company-paid medical*, dental and vision insurance; 100% company-paid life and disability insurance
401(k) plan* (US) or pension plan (CAN)
$3,600 annual reimbursement for remote work, wellness and professional development
Flexible time off
Up to 12 weeks of paid parental leave
Family planning and reproductive health benefits, including up to $5,000 reimbursement, through Maven*

*Benefits available to US employees only. Canada healthcare coverage differs.

Salary

$81,000-$91,000/year

At Magic, we believe building a team full of diverse perspectives and experiences is vital to success. Therefore, we strongly encourage anyone historically underrepresented in tech to apply for this role. Magic does not discriminate based on gender, sexual orientation, race, religion, citizenship status, age, or physical ability. Empathy, authenticity, and inclusivity are at the core of all we do.

US Candidates: Magic Labs, Inc. participates in E-Verify to confirm the identity and employment eligibility of all new US hires.