Technical Support Engineer

Responsibilities

• Help monitor/support systems and perform independent analysis to solve the problems.
• Strong collaboration, communication and interaction with all stakeholders including customers, product, developer and QA team.
• Work closely with product and developer teams across regions, participate and follow up in iteration, release and roadmap planning timely.
• Very flexible with capability to prioritize multiple incidents and deadlines to facilitate well in a fast-paced, rapidly evolving organization.
• High responsibility in continuous improvement in service quality and efficiency.
• Ability to provide coaching, training, identification, optimization and documentation of the customer or business support processes.
• Experience working with public cloud providers (Google Cloud, Amazon Web Services,
• Microsoft Azure) and managing virtual environments
• Perform root cause analysis and create reports when required.
• Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution.
• Participate in the on-call rotation (we have 24/7 SLA's), but 5 days a week

Desired Background

• 2-8+ years of experience in similar roles.
• Bachelor/master's degree in computer science or related scientific disciplines.
• 2+ years database experience.
• 2+ years Web and Service-related project support experience with HTTP protocol,
• JavaScript, RESTful, Json, Web Service, TCP/IP, Windows, Linux/Unix.
• Must have strong capabilities to identify, analyze and resolve problems logically and systematically.
• Can analyze production issues based on logging, DB table.
• Experience with software application debugging and troubleshooting.
• Familiar with technical support processes and escalation management.
• Knowledge of help desk ticketing and workflows (Zendesk, ServiceNow, Salesforce etc)
• Blockchain, Cryptocurrency, SaaS technology (nice to have)