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Customer Support Agent - Optifleet

Foundry Digital

Foundry Digital

Customer Service
Bengaluru, Karnataka, India
Posted on Thursday, May 30, 2024

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.


  • 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.


  • 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


  • 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


Foundry takes pride in an environment which prioritizes our people. We insist that our people first culture builds the framework for all business operations.

Employees have ample opportunities to voice thoughts, opinions, and ideas through weekly companywide meetings, monthly townhalls, and team outings and events.

We emphasize the importance of each individual through engagement, teamwork, inclusion, and diversity efforts.

Foundry is an Equal Opportunity Employer and embraces diversity. We do not tolerate discrimination or harassment based on race, color, religion, marital status, gender (including pregnancy, childbirth or related medical conditions), gender identity, sexual orientation, parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, or any other non-merit-based factors protected under federal, state or local law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation, and training.

At Foundry, we are working toward a common goal of empowering a decentralized infrastructure. Our team is passionate about the future of finance and is looking for other like-minded individuals who share in this vision. While we are inclusive and diverse in workforce and style, we all agree that digital assets will change the world.

Foundry was created to meet the institutional demand for better capital access, efficiency, and transparency in the digital currency mining and staking industry.

As a Digital Currency Group company, Foundry taps unparalleled institutional expertise, capital, and market intelligence to provide North American bitcoin miners and global manufacturers with the resources to build, maintain, and secure decentralized networks.

The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.