[Hiring] Technical Support Engineer @bondex

Role Description

We are looking for a Technical Support Engineer to join a leading DeFi company.

• Act as Level 2 support, providing timely and accurate feedback to customers (toB and toC) or client service team on technical issues/enquiries.
• Investigate technical issues raised by clients, perform analysis by looking into logs, and provide proper recommendations.
• Produce reports of issues and classify the urgency of service incidents, escalating to the necessary teams.
• Contribute to educating or supporting client services teams to improve client response.
• Document work-arounds for known technical issues and define the framework of the documentation process for product changes.
• Bring the client voice to internal teams, collect context information of issues, record info in Jira, and raise it to the Dev Team for further analysis or bug fixes.
• Operate autonomously in a results-driven environment, requiring critical thinking and organization.
• Engage in micro-interactions with industry partners, thought-leaders, and community members.

Qualifications

• Strong communication and collaboration skills.
• Experience using multiple channels for communication, including JIRA, Zendesk, and Telegram.
• Development capabilities, with mastery of at least one programming language (C++, Java, Python, JavaScript, etc.).
• Familiarity with RESTful and Websocket protocols.
• Experience with monitoring & troubleshooting tools, including Linux Shell Script, SQL, ELK (Kibana), and Grafana.

Requirements

• Ability to guide clients in implementing their trading programs with our API.
• High level of engagement and passion for working in a dynamic and complex industry.

Benefits

• Opportunity to work in a leading DeFi company.
• Engagement in a dynamic and evolving industry.

Hiring Process

• Screening
• Assessment
• Offer