Foundry is hiring a

Web3 Customer Support Agent - Optifleet

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.

Minimum Qualifications; Knowledge, Skills and Abilities: (Candidates must meet the minimum qualifications in order to qualify for the role)

• 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.
• Experience in web and/or mobile application testing.
• 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:

• Knowledge of blockchain technology and related applications; knowledge of bitcoin mining is a plus.
• 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

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