Role Description As technical support, your main duties would be as follows: - Analyse knowledgebase user engagement data and contribute helpful content to improve the customer experience. - Receive, analyse and manage customer support cases and provide meaningful solutions to ensure customer success (new or existing knowledge base articles, remote support, scheduled training, troubleshooting and advice). - Provide customers with space planning advice that goes beyond mere technical support to ensure that they achieve their goals. - Analyse customer support cases to determine new features to be logged for development and deployment/software errors to be logged for immediate fixing. - Provide data analysis, processing and validation using Excel and SQL (a mandatory course for this will be a part of your onboarding). - Be subject to a rotational on-call schedule, with remuneration for “On-call” time over and above your monthly total cost to company salary. - Work remotely, with a monthly Cost to Company between R18 000 and R22 000 (depending on your qualifications and experience). Qualifications - Any relevant IT certificates or qualifications would be advantageous. - Strong written and oral communication skills in English. - An additional language will be advantageous, specifically Spanish, Portuguese, French or another widely spoken language. Requirements - Knowledge of the principles of customer service in relation to software products. - DotActiv Enterprise software knowledge. - Computer packages & systems currently in use by the company. - Project management. - Customer coaching & support. - Competent use of job-specific in-house systems used by the company. - Intermediate MS Office (Word, Excel, PowerPoint) & deploy ability within Google Suite. - Basic to Intermediate MS SQL or similar solution. - Problem-solving (Troubleshooting). - Intermediate MS Operating Systems (Windows 10, 11, Server). - Ability to test software for bugs and feature readiness. - IIS/SSL Certificates. Soft Skills - Ability to patiently support, educate and assist customers. - Good oral & written communication skills. - Excellent client relationship skills (Quality client engagement). - High capacity to represent the brand. - Ability to multitask & remain attentive in an often-busy environment. - Be naturally calm and focused. - Be versatile if participation in other types of activity is required. - Team player (especially within a matrix project environment). Character Traits - Empathetic. - Able to deal with regular stress peaks. - Curious. - Positive and Upbeat. - Technician/Problem solver at heart. Benefits - Starting monthly Cost to Company salary of between R18k and R22k, depending on your qualifications and experience. - Working remotely and assisting customers remotely online. - Significant investment in your development (both internal and external training). - Transparent job grading system for fair pay. - Developmental path specific to your circumstances, allowing you to grow your career with us.

• You assist our customers in using our software packages for the construction of windows, doors, and facades. • You analyze the requests submitted by phone or email and develop solutions tailored to customer needs. • You are responsible for customer satisfaction and ensure that requests are handled efficiently and service commitments are met.

About Us Turnkey is developer-first infrastructure for private key management, making it simple to create wallets, sign transactions, and automate on-chain actions through one elegant API, without ever exposing sensitive key material. Founded by the team who scaled Coinbase Custody from zero to a $100M+ ARR business and helped protect over $100B in crypto assets, Turnkey is tackling crypto security at its foundational level. Our mission is to make strong cryptography the default across the open internet the same way AWS made scalable computing the default for software. Our team is low-ego, high-agency, and high-autonomy, with a significant amount of combined experience in cryptography, security, and low-level systems. We're building the trustless, programmable infrastructure that will power the next wave of mass-market crypto applications and we're looking for people who want to shape what that future looks like. Your Role As a Technical Support Engineer at Turnkey, you’ll help developers integrate, debug, and succeed with our SDKs and APIs across a range of environments — from React and mobile apps to backend servers and CLI tools. You’ll be the front line of technical expertise for customers building the next generation of crypto products on Turnkey. You’ll spend your days reading code, investigating issues, and helping developers get unblocked fast — all while spotting opportunities to make our SDKs, docs, and platform better for everyone. This is a deeply technical, hands-on role that blends debugging skill, customer empathy, and systems thinking. It’s perfect for someone who loves problem-solving, thrives in fast-moving contexts, and wants to be part of a team that sets the gold standard for developer experience. What You’ll Do - Triage, troubleshoot, and resolve customer issues across our SDKs and APIs covering web, mobile, and backend integrations - Debug integrations across a variety of platforms and languages - Identify, reproduce, and document bugs, partnering with engineering to drive them to resolution - Support customers in setting up and verifying integrations, including configuration, auth flows, and signing - Create and maintain example code, troubleshooting guides, and internal playbooks - Spot patterns in recurring issues and propose fixes or improvements to documentation and SDKs - Partner with Product and Engineering to relay feedback and insights from the field - Help improve internal tools and processes to scale our technical support function What We’re Looking For - 2–6 years of experience in a technical support, solutions engineering, or software engineering role - Prior experience in the crypto / web3 industry - Strong working knowledge of TypeScript and React, with familiarity in React Native or other mobile SDKs - Experience debugging APIs (REST, JSON, auth headers, 4xx/5xx errors, etc.) - Strong problem-solving skills and comfort digging into unfamiliar systems to find answers - Clear, empathetic written and verbal communication - Desire to work in a fast-paced, startup environment with shifting priorities and lots of context switching Style Points - Experience supporting developer tools, APIs, or SDKs - Prior experience with customer-facing technical roles in crypto, fintech, or security products - Familiarity with observability tools (Grafana, Sentry, DataDog) or debugging tools (Postman, Chrome DevTools) - Product-minded: you notice friction and think about how to remove it - Strong curiosity for how secure infrastructure and crypto key management work What We Offer - Full benefits, including medical, dental, vision, life, disability, HSA/FSA, 401(k) - Paid parental leave - Unlimited PTO - $3,000/yr learning and development budget to attend industry conferences - Multiple team offsites per year - Lunch stipend Turnkey is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by law. We encourage individuals of all backgrounds to apply. Compensation range $100,000—$150,000 USD

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This role offers the opportunity to lead and optimize the support operations that drive exceptional customer experiences. The Senior Support Operations Manager will: - Define strategic workflows - Implement AI-powered solutions - Ensure operational excellence across helpdesk systems - Translate data into actionable insights - Improve customer satisfaction - Collaborate closely with Support, Product, Engineering, Marketing, and Operations teams The position combines strategic leadership with hands-on execution, focusing on scalable processes, automation, and analytics. It’s ideal for a proactive professional with strong analytical skills, experience in SaaS or high-growth environments, and expertise in customer support platforms. While the role is remote-friendly, alignment with Eastern Standard Time is expected for collaboration. Accountabilities: - Lead the design, implementation, and continuous improvement of support workflows, automations, integrations, and customer journeys. - Own the roadmap for helpdesk enhancements, ensuring alignment with operational goals and cross-functional priorities. - Develop and deliver clear support metrics, KPIs, and analytics to senior leadership for informed decision-making. - Manage the adoption, optimization, and governance of AI tools within the helpdesk platform to improve accuracy, deflection, and satisfaction. - Serve as the subject matter expert for helpdesk systems, establishing best practices, documentation, and change management procedures. - Partner with internal teams to integrate support operations with company-wide objectives and initiatives. Qualifications - 5+ years of experience in Support Operations, Customer Experience Operations, or Operations leadership roles. - Hands-on expertise with Intercom or similar helpdesk platforms (Zendesk, Salesforce Service Cloud), including workflows, reporting, automation, and AI-driven capabilities. - Proven ability to balance strategic planning with meticulous execution. - Strong analytical, communication, and stakeholder management skills. - Experience in SaaS or high-growth technology environments. - Comfortable operating in a remote-friendly structure and aligning with EST for collaboration. Benefits - Competitive base salary range: $110,000 – $120,000, plus performance-based bonus. - Comprehensive medical, dental, and vision insurance. - 401(k) matching program. - Flexible remote-friendly work options with stipends for home office and internet. - Unlimited PTO and paid holidays. - Career development, professional training, and advanced education support. - Opportunities for international team engagement and collaboration. - Holistic wellness programs and additional perks depending on location.