Technical Support Engineer(US)

Core Responsibilities:

Participate in the platform’s 7×24 technical support, ensuring rapid response and initial handling of common incidents.
Quickly become familiar with exchange business modules and independently provide technical support and issue explanations to external users and partners.
Support the technical team with issue investigation, technical optimization, tool improvements, and external communication as part of daily operations.
Maintain and continuously improve the technical support team’s ticketing system, knowledge base, SOPs, and operation manuals to enhance overall support efficiency.
Participate in defect ticket analysis, incident reviews, severity classification, and root-cause tracking to ensure issues are effectively closed.

Requirements:

Technical Skills:
1. Familiar with API integrations
2. Able to read backend logs (Java / Go / Node, any one is sufficient)
Analytical & Troubleshooting Skills:
1. Capable of quickly identifying the source of issues: frontend / backend / network / configuration / third-party
2. Able to provide an initial assessment independently and drive cross-team collaboration
Communication Skills:
1. Able to explain technical issues to non-technical stakeholders
2. Work efficiently with product, engineering, operations, and business teams
Work Model:
1. Able to work in shift rotation (day shift / weekends)
2. Able to handle urgent issues and P0-level incidents

Nice to Have:

Background in QA / SRE / DevOps
Programming ability with experience in automation or diagnostic script development
Experience in crypto exchanges, fintech, or payment industries

Kindly click the link below if you are interested in applying for this position or referring a suitable candidate.

Core Responsibilities:

Participate in the platform’s 7×24 technical support, ensuring rapid response and initial handling of common incidents.
Quickly become familiar with exchange business modules and independently provide technical support and issue explanations to external users and partners.
Support the technical team with issue investigation, technical optimization, tool improvements, and external communication as part of daily operations.
Maintain and continuously improve the technical support team’s ticketing system, knowledge base, SOPs, and operation manuals to enhance overall support efficiency.
Participate in defect ticket analysis, incident reviews, severity classification, and root-cause tracking to ensure issues are effectively closed.

Requirements:

Technical Skills:
1. Familiar with API integrations
2. Able to read backend logs (Java / Go / Node, any one is sufficient)
Analytical & Troubleshooting Skills:
1. Capable of quickly identifying the source of issues: frontend / backend / network / configuration / third-party
2. Able to provide an initial assessment independently and drive cross-team collaboration
Communication Skills:
1. Able to explain technical issues to non-technical stakeholders
2. Work efficiently with product, engineering, operations, and business teams
Work Model:
1. Able to work in shift rotation (day shift / weekends)
2. Able to handle urgent issues and P0-level incidents

Nice to Have:

Background in QA / SRE / DevOps
Programming ability with experience in automation or diagnostic script development
Experience in crypto exchanges, fintech, or payment industries

Kindly click the link below if you are interested in applying for this position or referring a suitable candidate.

مركز مساعدة BitMart