Job Application for Customer Success Engineer at Magic

Magic's aims to bring "a wallet to every internet user," focusing on simplifying the onboarding of mainstream users into the Web3 ecosystem and enabling Web3-powered use cases for customers.

Since our founding in 2018, we’ve onboarded over 25 million users and 170,000 developers into the Web3 ecosystem and enabled Web3 use cases for prominent brands such as Mattel and Forbes, while powering some of the top Web3 customers such as Polymarket, Helium, Immutable, and WalletConnect. We’ve also raised over $80 million from notable investors, including PayPal Ventures, Lightspeed, Placeholder, SV Angel, Naval Ravikant, and Balaji Srinivasan.

Our team is deeply passionate about Magic's mission. Joining Magic means partnering with the best minds in Web3 to shape our industry. We foster an environment that promotes peak performance by offering robust support through a collaborative culture, opportunities to make a meaningful impact, and a suite of top-tier benefits.

If you are excited to shape the future of Web3, let's chat!

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.