Senior Backend Engineer, Core Services

**Company **

Established in 2018 by professionals in the fields of CPAs, tax law, and software development, TaxBit is paving the way for compliant adoption of digital assets on a global scale. The company’s innovative Software-as-a-Service (SaaS) platform simplifies and automates digital asset tax reporting and accounting processes.

Trusted by top cryptocurrency, technology, and traditional corporations, as well as notable accounting firms and government bodies, including the IRS, TaxBit addresses compliance challenges amidst continuously changing regulatory environments. With support from prominent Silicon Valley venture capitalists, TaxBit has operations in various locations across the United States.

Opportunity for Impact

In this startup setting, attracting new customers is crucial for TaxBit’s growth, while effectively managing and expanding the existing customer base is equally important. As a Customer Success professional within the organization, you will play a central role in managing a portfolio of enterprise clients. Your responsibilities will include ensuring customer satisfaction, retention, adoption, and overall client relationship health.

Collaborating closely with enterprise clients, you will focus on maximizing the value they derive from TaxBit’s solutions. This involves providing support for current offerings, exploring new utilization scenarios for growth, and educating clients on industry best practices.

Internally, you will work alongside subject matter experts, Sales teams, and Implementation teams to ensure a seamless customer experience. Your role will also involve advocating for client needs by managing product feature requests and establishing communication channels with the Product and Engineering departments within TaxBit.

This dynamic role at a rapidly growing startup will offer ample opportunities for professional development and impact.

Roles and Responsibilities

Cultivate and enhance strong relationships with a portfolio of TaxBit’s key clients

Drive positive customer outcomes such as high satisfaction levels, renewals, and additional product uptake

Foster customer advocacy and serve as a reference point for potential clients

Operate with urgency, achieve measurable results, and establish enduring partnerships with key clients

Implement robust governance mechanisms for each client account, including steering committees and regular review meetings

Advocate for client success by facilitating effective feedback loops between clients and TaxBit’s Product and Engineering teams

Aid clients in resolving issues such as bugs, enhancements, and feature requests

Collaborate cross-functionally to ensure a smooth, end-to-end customer journey, working closely with Sales, Implementation, and subject matter experts to ensure seamless service delivery

Deliver training and educational sessions to clients on new products and features

Prepare reports and presentations for executive stakeholders

Contribute towards fostering a positive team culture and conducive work environment

Professional Qualifications

Bachelor’s degree; MBA is preferred

At least 5 years of experience in account management, customer success, consulting, or professional services

Background in financial services, cryptocurrency, tax, and accounting is advantageous

Personal Characteristics

Strong problem-solving and critical-thinking abilities

Effective verbal and written communication skills

Proficient in managing complex tasks and multiple client accounts

Demonstrated ability to adapt to new technologies and learn quickly

Capacity for effective prioritization and escalation of customer issues

Embrace a growth mindset and thrive in ambiguous environments

Keen interest in working within a high-growth startup atmosphere

Compensation

The base salary range for this position falls between $101,000 and $161,000. Certain roles may also qualify for additional compensation, equity, and benefits, with the final compensation package being contingent on various factors such as location, experience, and qualifications.

Benefits & Perks

Competitive cash compensation linked to experience

Equity entitlements (RSUs)

Competitive benefits package offered

Modern 401(k) plan inclusively designed with features like access to crypto, financial wellness benefits, and low fees

Hybrid work model including 3 days in the office and 2 days of remote work/flexibility

Monday team lunches, along with snacks and beverages

Flexible Discretionary Time Off policy allowing for rest, refreshment, and recharging

Paid parental leave provision

Fertility Benefit coverage

Work autonomy and flexibility

Recent Achievements, Product Announcements, and Industry Engagements

Forbes recognition for being among America's Best Startup Employers

Deloitte's Top 10 Fast 500 Award recipient

Listing in Forbes FinTech 50

Ongoing product innovations and solutions catering to digital asset taxes and compliance issues

Collaborative efforts with recognized industry partners like EY, KPMG LLP, and Deloitte

Disclaimers

Candidates are required to provide accurate information when applying for this position, as false information may result in refusal of employment or termination if hired.

Employment with the company is at-will unless specified otherwise in a formal agreement signed by the CEO, allowing either party to terminate the employment with or without notice.

Responsibilities:

Addressing inquiries and issues from customers worldwide across various channels such as email, chat, voice, and social media.

Collaborating with internal and external stakeholders like product managers and the marketing team to manage complaints and feedback regarding websites, products, platforms, and services.

Maintaining a strong understanding of company products to effectively engage with customers.

Establishing and nurturing relationships with company partners and external stakeholders.

Escalating unresolved queries or issues to supervisors or Level 2 as guided by operations management.

Qualifications:

Hold a Bachelor's Degree.

At least 1 year of experience in roles such as social media agent or customer service.

Proficient in spoken and written English; proficiency in multiple languages is a bonus.

Capable of working independently in a fast-paced setting.

Flexibility to adhere to schedules supporting 24x7 operations.

Strong interpersonal skills and ability to handle challenging situations with composure.

Solution-oriented, with a dedicated focus on finding the best resolution for customers efficiently.

Excellent time management skills, adept at managing multiple tasks while prioritizing customer issue resolution.

** About Us**

Immutable is a leading global technology company specializing in NFTs on the Ethereum network. We are dedicated to creating the premier ecosystem for NFTs that empowers and rewards users. Established in 2018, Immutable quickly achieved unicorn status as one of the fastest Australian companies, raising over AUD $300M and attaining a valuation of AUD $3.5 billion.

The Immutable Group comprises the Immutable Platform, the primary developer platform for constructing and scaling web3 games on Ethereum, and Immutable Games, a prominent provider of web3 game development and publishing, showcasing renowned titles like Gods Unchained and Guild of Guardians.

Our vision is to bring digital worlds to life, and we have ambitious global expansion plans to become the top ecosystem for NFTs.

Join us on this pioneering journey!

Job Role Overview:

As the platform Chief of Staff, you will contribute to advancing Immutable's major strategic initiatives. This role supports both the co-founder/Chief Technology Officer and Chief Commercial Officer, facilitating the growth of a complex product/engineering/design and GTM function. Leveraging your support, Immutable aims to solidify its position as the leading web3 gaming ecosystem.

In this role, you will have a strategic position and exposure to key decisions within the company. If you thrive in a dynamic, tech-forward environment and aspire to revolutionize multi-billion dollar gaming and marketplace companies, this role is tailor-made for you.

Key Responsibilities:

Lead pivotal cross-functional projects for the platform business.

Enhance leadership operations to optimize the Product and GTM Exec team's efficiency in crucial forums.

Drive platform-wide strategic planning initiatives and goal-setting processes.

Spearhead strategic changes across various teams.

Elevate communication among platform leadership and the wider company.

Collaborate closely with Product, Engineering, and GTM functions to implement customer-centric enhancements.

Manage complex, strategic cross-functional projects effectively.

Foster collaboration between sales and marketing teams to align with customer needs in the go-to-market strategy.

Facilitate the strategic planning process, including OKRs.

Improve leadership team communication and organizational complexity challenges amidst hybrid working environments.

Key Requirements:

Possess a minimum of 5 years' experience in high-performance environments.

Demonstrated strategic product thinking and involvement in significant product decisions.

Experience working closely with Product Managers & Engineers and leading initiatives to support their departments.

Proven ability to lead cross-functional initiatives between GTM and PED teams.

Strong record of being action-oriented, hands-on, and results-driven.

Proficient in data analysis and visualization tools.

Ability to influence executive decisions and drive projects to completion.

Expertise in promoting effective collaboration among leadership teams and their direct reports.

Exceptional communication skills to manage multiple stakeholders.

Benefits Highlights:

Competitive globally benchmarked salaries with Employee Stock Options.

Flexible working arrangements along with well-equipped office spaces globally.

Support for setting up a home office and subsidies for internet and phone bills.

Educational development funds, health and wellbeing allowances, and access to counseling services for personal and family support.

Comprehensive leave policies, inclusive of special provisions for new parents and additional annual leave perks.

Immutable fosters an inclusive and diverse work environment, recognizing the value in integrating various perspectives and backgrounds for sustained success. We operate as a 2024 Circle Back Initiative Employer, committing to engaging with every applicant directly.

Note to recruitment agencies: We do not accept unsolicited resumes and are fully covered for this role internally.

Join us to shape the future of web3 gaming!

Responsibilities

Manage and oversee the company's bug bounty program on various platforms for security research submissions.

Review and validate bug reports from external researchers and prioritize them based on severity.

Work closely with engineering and security teams to understand and address vulnerabilities effectively.

Coordinate communication among researchers, security teams, and developers to resolve security issues efficiently.

Provide constructive feedback to external researchers and maintain relationships with the bug bounty community.

Stay updated on cybersecurity trends, vulnerabilities, and threats.

Prepare and deliver reports on the bug bounty program's performance.

Requirements

Minimum of 2 years of hands-on experience in Application Security.

Previous experience managing bug bounty programs and handling vulnerability reports is preferred.

Strong knowledge of web and mobile application security.

Familiarity with application security frameworks like OWASP Top 10 and expertise in identifying business and financial logic flaws.

Proficiency in bug bounty platforms like HackerOne, HackenProof, Bugcrowd, etc.

Strong problem-solving skills and keen attention to detail.

Excellent communication skills to convey complex security issues to non-technical stakeholders.

Experience in coordinating and collaborating with diverse teams.

Ability to understand backend code and API responses in languages like Java, Ruby, Elixir, and JavaScript is essential.

Relevant certifications such as Offensive Security Certified Professional (OSCP) or Certified Information Systems Security Professional (CISSP) would be a bonus.

Responsibilities:

Being responsible for ensuring customer satisfaction by delivering proper solution designs, managing system/application life cycles, monitoring service performance, and upholding internal and external compliance standards.

Managing incidents, problems, and implementing automation to enhance service management reporting in alignment with stakeholder and business requirements.

Supervising service-related data in repositories/tools and ensuring data quality is maintained.

Lifecycle management of SLAs and development of Disaster Recovery Plans.

Holding and overseeing critical meetings such as Incident washups and Release washups, and assisting in building a Configuration Management Database.

Operationalizing the Business Continuity Planning protocol and providing downtime reports for application outages.

Creating monthly risk reports and supporting the optimization of the Service Management framework.

System and Application Management:

Ensuring audit readiness and resolution, managing external audits.

Familiarity with ISO 27001 compliance requirements and managing application monitoring.

Enterprise Technology Risk Assessment (ETRA):

Responsible for identifying, assessing, mitigating, and continuously improving risks across all IT infrastructure and information system/assets.

Operational Vendor Management & Reporting:

Reporting vendor service performance against processes and establishing improvement plans based on identified gaps or requirements.

Ensuring timely issuance of periodic performance reports and conducting annual service reviews.