Senior Client Success Engineer at Kraken

New York, New York, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Energy, Renewable Energy, Utilities, Clean TechnologyIndustries

Requirements

Exceptional strategic problem-solving and analytical skills with a proven ability to independently diagnose, scope, and resolve complex technical, product, and business challenges for large-scale enterprise clients
Familiarity with object oriented programming languages & back-end and software engineering practices (e.g., version control, CI/CD, testing frameworks) sufficient to review code, advise clients on API usage & understand system architectures
A deep understanding of how systems interact and experience in troubleshooting modern architectures
Proven track record of driving and owning high-stakes technical conversations with key stakeholders across technical and non-technical domains
Excellent verbal and written communication skills, with the ability to articulate complex technical concepts into clear, compelling business strategies
A drive to get things done in a collaborative environment, with an ability to effectively work across functions (e.g. sales, product, engineering)
A proven ability to multitask & operate with autonomy and ownership in a fast-paced environment, prioritising competing high-stakes technical issues and strategic projects
A demonstrated ability to drive cross-functional strategic initiatives (e.g., defining a new integration pattern, launching a new support channel) and effectively lead collaboration across Sales, Product, and Engineering
Meticulous attention to detail in technical documentation, system design, and communication
An interest in learning about the electricity system and how grid scale renewable energy sources to keep the lights on and the network stable

Responsibilities

Serve as a technical escalation point and subject matter expert for complex, high-priority client queries and incidents, ensuring timely and effective resolution
Translate complex technical and business challenges into strategic product proposals that directly influence the product roadmap and drive significant client value
Training clients to use the Residential Flex product effectively and provide supporting documentation
Identify, architect, and implement large-scale automation and self-service initiatives (e.g., tooling, advanced scripting, documentation structure) to reduce operational overhead for the entire CSE team and enhance the client experience
Work closely with a range of teams from the full technology stack (Engineering, Product & Partnerships)
Provide technical expertise and onboarding support for clients to support post-sales processes
Mentor and coach junior and mid-level CSEs on complex technical problem-solving, client communication, and overall technical account strategy
(Optional) contribute to our 24x7 support model by taking part in our (paid) on call rota

Skills

root cause analysis

case management

technical escalation

automation

scripting

client training

onboarding

product roadmap

Residential Flex

Kraken

Cryptocurrency exchange for buying and trading

About Kraken

Kraken is a cryptocurrency exchange platform that allows users to buy, sell, and trade various digital assets. It offers features that cater to both beginners and experienced traders, making it easy to navigate the cryptocurrency market. Users can execute trades with high liquidity, which means their transactions are completed quickly. The platform charges low transaction fees, sometimes as low as 0%, helping users keep more of their profits. Kraken also provides advanced charting tools to help investors track their investments effectively. Security is a major focus, with multiple protective measures in place to keep user assets safe. The platform supports 70 different asset pairs and is continuously expanding its offerings. Additionally, Kraken offers 24/7 global support to assist users with any questions or issues.

San Francisco, CaliforniaHeadquarters

2011Year Founded

$108.5MTotal Funding

SERIES_CCompany Stage

Crypto & Web3, Financial ServicesIndustries

501-1,000Employees

Benefits

Competitive salary and equity plan

401k contribution plan

Vacation & Generous PTO

Paid Tranings

Risks

Increased competition from Binance and Coinbase could impact Kraken's market share.

Regulatory scrutiny in the EU may raise Kraken's compliance costs.

The volatility of cryptocurrency prices can affect Kraken's revenue from transaction fees.

Differentiation

Kraken offers both spot and futures trading for over 40 digital assets.

The platform provides advanced charting tools for professional traders and technical analysts.

Kraken's 24/7 global support ensures assistance for users at any time.

Upsides

Kraken's acquisition of Staked enhances its staking services for consumers and institutions.

Sponsorship deals with major soccer clubs boost Kraken's visibility and brand recognition.

The rise of crypto derivatives attracts advanced traders to Kraken's sophisticated tools.

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