Customer Support Agent

Welcome to Foundry, a cryptocurrency pioneer dedicated to advancing decentralized infrastructure. At Foundry, we're not waiting for a decentralized financial future — we're building it now. By empowering institutions with the tools they need to mine and stake digital assets, we're thoughtfully driving the industry forward with our team at the center of it all.

If you thrive on innovation, are inspired by the potential of blockchain technology and are passionate about being part of transformative global changes, then we'd love to connect. At Foundry, your skills will find purpose as you contribute to shaping the architecture of a more equitable and interconnected world through blockchain technology. Come be a vital member of the Foundry team, where your contributions will help empower a decentralized future.

**DESCRIPTION**:The Customer Support Agent is an exciting opportunity for a motivated and passionate individual to join the team at Foundry, a subsidiary of the blockchain industry's most prolific and active investor, Digital Currency Group. The Customer Support Agent will be responsible for ensuring the quality, reliability, and confidence of our products through creating product & user documentation, performing demos and training of the product, performing QA tasks, and interfacing between the software team and stakeholders.

**This is a rare invitation to join a small, highly professional entrepreneurial group, with the backing of the most established player in the fast-growing crypto space.**

**PRIMARY RESPONSIBILITIES**:

- Ensure customer success by working closely with users, including Foundry's Site Operations team, to answer questions and resolve issues.
- Design and conduct effective customer orientations and user training.
- Produce user documentation in collaboration with the OptiFleet and Marketing teams.
- Work closely with software developers and other quality assurance engineers to identify, report, and troubleshoot defects.
- Participate in the design and implementation of test plans and test cases, including manual and automated testing.

**WHAT YOU WILL DO**:

- Be available to OptiFleet customers during U.S. business hours, and to customers of Site Operations, to answer questions about the OptiFleet software.
- Elevate issues to the developer team as needed and ensure completion.
- Conduct training sessions of the software for users on a regular cadence; maintain FAQs.
- Participate in sprint planning and customer discovery sessions to understand new features and bug fixes.
- Review requirements and technical documentation to ensure that testing scenarios and acceptance criteria are well defined.
- Participate in the development and maintenance of automation testing infrastructure.
- Collaborate with QA and development teams to identify areas for improvement in the testing process.
- Excellent written and verbal communication and teamwork abilities.
- 3+ years of experience working directly with users.
- Bachelor's degree (or equivalent professional experience) in Computer Science, Software Engineering, or a related field.
- Familiarity with test automation using frameworks such as Selenium, Robot Framework, or similar.
- Strong knowledge of software testing methodologies, tools, and processes.
- Strong analytical and problem-solving skills.
- Ability to learn quickly and adapt to new technologies.

**Preferred Qualifications; Knowledge, Skills and Abilities**:

- Experience with performance and load testing using tools like JMeter or Gatling.
- Familiarity with software development methodologies (e.g., Agile, Scrum).
- Experience with HTML, Javascript, and CSS preferred.
- Have an open and exploratory mindset, be adaptive, and collaborative.
- A passion for learning
- Proactive self-starter with a solutions-focused, positive attitude
- Team player, willing to pitch in wherever needed
- Strong written and verbal communication skills
- Comfort adapting to changing situations and priorities with a high sense of accountability and urgency
- Experience working on global teams with international customers

**WHAT WE OFFER**:

- The chance to work in a fast-paced and fun start-up environment with experienced industry leaders
- A learning environment where you can dive deep into the latest technologies and make an impact
- Competitive base salary, potential bonus and incentive compensation
- Unlimited PTO / Flexible time off - work with your manager to take time off when you need it
- Professional development budget with flexibility for personal and professional growth
- Outstanding health insurance for employee, partner and dependents
- Life insurance
- Short-term & long-term disability coverage (Not available for India positions)
- 401K plan with company contribution (Bermuda: Private pension plan with company contribution, Not available for India positions)
- Flexible spending programs for medical and dependent care (Not available for Bermuda/India positions)
- Paid parental leave

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