We are looking for a Technical Support Engineer to join a leading DeFi company.
Responsibilities
- As technical support team, you will act as Level 2 support - provide timely and accurate feedback to customers (toB and toC) or client service team on the issues/enquiries that require technical knowledge. Investigate the technical issues raised by clients, perform analysis by looking into the logs, provide proper recommendations to handle the issue and produce the report of the issue. More important, if there is a service incident, you will be responsible for classifying the urgency of the issues, and escalate to the teams that require to be involved.
- As a bridge between client and internal teams, you will also contribute to educate or support client services teams, to improve the response to client, document the work-around of known technical issues. Define the framework of the documentation process for product changes. On the other hand, you will also bring the client voice to the internal, collect the context information of the issue, record the info in Jira, raise it to Dev Team for further analysis, or bug fix.
- Competes within a dynamic and complex industry, with trends that are constantly evolving. Maintaining our edge requires a high level of engagement and passion.
- Producing impactful content requires critical thinking and organization, and team members must be able to operate autonomously in a results-driven environment.
- Communication skills will be put to the test as you will face many micro-interactions with industry partners, thought-leaders, and community members along the way.
Requirements
- Competes within a dynamic and complex industry, with trends that are constantly evolving. Maintaining our edge requires a high level of engagement and passion. Producing impactful content requires critical thinking and organization, and team members must be able to operate autonomously in a results-driven environment.
- Communication skills will be put to the test as you will face many micro-interactions with industry partners, thought-leaders, and community members along the way.
- As a support engineer, communication and collaboration take a large proportion of your daily operation. We uses multiple channels for both internal and external communication, including JIRA, Zendesk and Telegram.
- Besides of documentation works, development capabilities are also the basic requirement, you will need to guide our client to implement their trading program with our API, the minimum requirement is mastering at least one of the programming languages (C++, Java, Python, JavaScript, etc.), and familiar with RESTful and Websocket protocols.
- For monitoring & troubleshooting tools, including, but not limited to, Linux Shell Script, SQL, ELK (Kibana), and Grafana, and we encourage you to contribute more on support tools for internal and external clients
Hiring Process
- Screening
- Assessment
- Offer