Developer Success Engineer

About the Job

Before you read the details of this role, there’s something you should know. At Matter Labs, we don’t see ourselves as a company, but as a highly aligned global team on a single mission: to accelerate the mass adoption of crypto for personal sovereignty. 

Our core technology – zkSync – is a layer 2 rollup that uses advanced cryptography called zero-knowledge proofs to scale Ethereum without compromising on security or decentralization. zkSync is EVM compatible, which means projects on Ethereum and other EVM-based blockchains can easily deploy on zkSync to take advantage of low gas fees and high transaction speeds.

With a total of $458 million in mission-driven funding, zkSync is the first EVM-compatible ZK Rollup to go live on testnet (February 2022) and be deployed on mainnet (October 2022). As we enter the endgame for Ethereum scaling, we are committed to full open source and building in public toward our stated mission [so that even if we fail, the community and the ecosystem will benefit from our contribution].

We're looking for an experienced and entrepreneurial Developer Success Engineer to help grow our ecosystem of third-party developers, projects, and companies that leverage zkSync infrastructure for their businesses by unblocking developers facing technical questions and issues.

In this role, you will partner with developer relations, engineering, and product management to triage, debug, reproduce, and answer questions from the developer community. If necessary, you will route questions to the engineering team.

Job Responsibilities

• Support experience with the developer community with empathy
• Take developer tickets, reply to the developer community, debug and replicate issues, and do general problem-solving
• Triage problems to solve or escalate issues to the engineering team
• Prioritize and take the bird’s eye view from all the tickets and surface the most important ones
• Provide technical advice to developers on best practices for integrating our tools
• Engage customers for feedback to help shape product development
• Troubleshoot any issues that arise from the developer and diagnose any blockers
• Design and improve support processes in collaboration with support and dev teams (change management, incident management, on-call, etc).Participate in the on-call rotation for critical system alerts
• Interact with Documentation and Developer Relations team to update existing technical collateral based on developer questions
• Provide feedback and insights to engineering, developer relations, and product teams on developer community technical issues or suggested features
• Create video content if necessary to highlight solutions

Skills & Experience

• 5+ years experience in a direct hands-on technical role with coding experience, such as engineering support, technical support, developer relations, or software developer experience
• Working knowledge of Solidity, JavaScript, Hardhat, EthersJS, and various web3 tools
• Proven experience in supporting a technical community where you were a key factor in driving measurable positive outcomes
• Proven record of helping answer developer community questions highlighted by stack overflow, stack exchange, GitHub pull requests, Discord links, Reddit, or any comparable developer-focused platform
• Experience in answering technical questions from the developer community
• Passion for helping others regardless of who they are or how they act
• Seek to understand first, lead with data, and rely on facts
• Quick learner and relentlessly inquisitive
• Passionate and familiar with dApp developers, cryptocurrency, and blockchain technology
• Strong communication in English and proven ability to efficiently work with remote teams
• Excellent communication skills as a strong technical writer
• Ownership mentality and proactive approach to problem-solving

Nice to Have

• Previous experience in web3 or blockchain companies/projects
• An established presence online as a thinker and leader in this space is a massive plus
• Crypto experience, especially knowledge of Ethereum & L2s
• Experience working with Linear or any ticket management system
• Experience with TypeScript, Python, GoLang, Java, Rust, or willingness to learn
• Experience with Vyper programming language or willingness to learn