Technical Support Analyst, Solidus Labs
More information about location
Crypto-native compliance & risk monitoring
Be an early applicant
Crypto-native compliance & risk monitoring
21-100 employees
Be an early applicant
More information about location
21-100 employees
Company mission
To enable safer crypto trading throughout the investment journey across all centralized and DeFi markets.
Role
Who you are
- 3+ years of technical customer support experience in a SaaS company
- Strong technical orientation, analytical and troubleshooting skills in the areas of REST API, AWS, Databases/SQL, User authentication (HMAC, MFA) and log interpretation
- Excellent verbal & written communication skills, with the ability to interpret technical situations and convey them clearly to a technical and non-technical audience
- Able to collaborate in a team and work independently in a fast paced industry
- Familiarity w/ financial systems /processes e.g. orders/executions/regulations and FIX standard is a plus
- Hands-on experience with Jira, Zendesk or equivalent is a plus
- Familiarity with or have practiced within an Agile methodology framework
- Flexible to occasionally cover non-standard work hours while maintaining a sense of urgency and responsibility for high priority issues
What the job involves
- As a Technical Support Analyst, you will be responsible for analyzing and resolving customer-reported issues related to our SaaS solution and directly communicating both with the reporting customer and collaborating closely with internal teams (R&D, Product, Customer success) to ensure a maximized customer experience
- Your ability to act as a liaison between the client and the product with a can-do proactive problem-solving approach will be integral to the overall success
- This is an opportunity to bring your experience supporting SaaS systems through strong analytical and communication skills, while working in a dynamic environment and impacting the processes of a new team that allows for personal and professional development
- You will evolve in a fast growing digital asset FinTech company based on performance and achievement
- Respond to customers in a prompt and professional manner in order to maintain a high level of customer satisfaction
- Analyze and troubleshoot effectively in order to quickly resolve issues independently and report software defects with clear priorities and step-by-step scenarios for those issues requiring R&D
- Collaborate with cross functional teams in R&D, Product, and Customer Success in order to understand and track solutions and resolutions end-to-end for our customers
- Become a power user of the system while staying up-to-date with ongoing functionality releases
- Contribute to identifying, authoring and maintaining useful customer-facing knowledge articles
- Work collaboratively with your team while positively impacting support operational definitions
Our take
As cryptocurrency and other digital assets edge closer to the mainstream, investors still harbor concerns about their integrity and security. Solidus is one of a number of companies trying to alleviate these fears through surveillance and risk monitoring software to detect manipulation, fraud, and security threats on cryptocurrency trading platforms.
The fact that Solidus convened the Crypto Market Integrity Coalition, which has been joined by over 30 companies including the likes of Coinbase, Robinhood, and Deltect, also highlights the position of respect that it has carved out. After recently securing major funding, the company is now focusing on accelerating the deployment of its capabilities and expanding R&D.
While crypto exchanges are currently under increased scrutiny, this is a sign of their increasing appeal to investors and mainstream businesses, and security and compliance solutions such as those provided by Solidus are likely to see growing demand as a result.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 5 rounds)
May 2022
$45m
SERIES B
Nov 2021
$15m
EARLY VC
Total funding: $86m
Company HQ
West Village, New York, NY
Leadership
Asaf Meir
(Co-Founder & CEO)Former Research Development Team Lead with the Israeli Defense Force, and former Program Manager at Microsoft. They then spent three years working at Goldman Sachs before co-founding Solidus Labs.
Praveen K. Dosodia
(Co-Founder & Chief Architect)Served as a Vice President at Goldman Sachs before co-founding Solidus Labs. Before joining Goldman Sachs, they worked as an Analyst and Senior Engineer at Morgan Stanley.
Chen Arad
(Co-Founder & CXO)Founding Advisory Council Member and Chair, Market Integrity Working Group of Global Digital Finance. Former Media Lecture at Brandeis University, Waltham, MA, and Hebrew College, Boston, MA.
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