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Dune

Customer Solutions Specialist

Remote Middle $3.5k–$6.2k/moest.

Summary

Dune is a multi-chain crypto analytics platform helping developers, analysts, and investors understand on-chain data across ecosystems like Bitcoin, Ethereum, and Solana. The Customer Solutions Specialist provides world-class technical support to paid users by resolving issues across multiple channels and improving the support experience at scale. This role is designed to ensure customer success through structured problem-solving, documentation, and collaboration with Product and Engineering.

What you'll do

  • Troubleshoot and resolve technical issues for paid users across high-traffic support channels (Slack, Telegram, Zendesk).
  • Investigate complex customer issues to identify root causes and drive resolutions.
  • Collaborate with Product and Engineering to escalate problems and ensure user needs are addressed.
  • Create, develop, and refine support documentation, FAQs, and user guides to empower users and reduce support load.
  • Build automation workflows to proactively address recurring customer issues and improve support at scale.

Requirements

  • 2+ years of experience in customer support, technical support, or similar roles.

  • Experience with crypto data; ideally hands-on use of Dune.

  • Familiarity with SQL or basic data querying to diagnose user issues.

  • Ability to stay organized and perform under pressure in a fast-paced, multi-channel support environment.

  • Strong investigative and problem-solving skills with curiosity to dive into technical issues.

  • Excellent, empathetic communication skills.

  • Must be based in US East Coast (EST) or Europe West (GMT/CEST).

  • Nice to have: built dashboards on Dune; experience with Zapier/Pylon or AI-assisted triage (e.g., Claude); startup/high-growth experience; familiarity with data warehouses (BigQuery, Databricks, Snowflake).

Conditions

  • Remote role (remote-first) with flexible working hours; candidates must be located in US East Coast (EST) or Europe West (GMT/CEST).

  • Competitive salary and equity package (top 25% in the space).

  • Employee-friendly equity terms (heavily discounted strike price ~90% and 10-year exercise window).

  • 5 weeks PTO plus local public holidays (swappable).

  • Private medical insurance plus dental and vision.

  • Paid parental leave (16 weeks primary, 6 weeks secondary), plus 2-week part-time phased return at full pay.

  • Quarterly offsites and yearly travel allowance for co-working with teammates.

  • Allowance for at-home setup or company-paid local co-working desk.

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