Delivery Support Engineer

We're looking for a delivery support engineer to join our team. You'll be a Technical Support Engineer who will troubleshoot and work to resolve customer support issues in an accurate and timely manner. In addition to that, you will help in the technical onboarding process of customers and technology partners.

We’re a creative, diverse and fast-moving team that’s passionate about building the future of digital assets. If you are passionate about providing high quality service and impact driven, we’d love to hear from you!

Responsibilities:

• Troubleshoot functional or technical issues experienced and reported by customers
• Manage and support the various onboarding tasks performed by customers and partners, for example to review, guide, and support customers in integration troubleshooting and conducting certification testing
• Help in release management events, which includes customer specific sanity tests, breaking changes assessments, and the verbal and written notification of release content to customers. The scope of analysis includes both visual GUI testing and assessing of a technical API using manual or scripted capabilities for the assessment
• Manage and monitor the production infrastructure to ensure high quality of service
• Work with various internal teams to continuously improve observability and supportability capabilities of the company

Requirements:

• A highly motivated, technical and detail-oriented support engineer, able to work autonomously with minimal direction, passionate about learning new things and taking on new challenges
• Fluent in English
• Strong communication, collaboration, and documentation skills
• At least 3-5 years of technical support experience in T3/T4 support levels
• Experience with supporting a mixed operational model which includes SAS/managed services vs. on-prem model for B2B mid-sized to large global client organizations
• Support infrastructure using Linux/Kubernetes based implementations, with basic understanding of devops concepts a big plus
• Understanding how to support a distributed infrastructure that involves complex technical workflows that are accessible and initiated via varying and numerous API calls, and that connect to client/vendor heterogenous technologies
• Experience in the FinTech industry a plus, and specifically working with supporting mission critical financial systems
• Experience in various manual testing of API (e.g., Postman) and troubleshooting analysis tools (Grafana)
• Be able to write scripts in languages such as nodejs, python, etc. is an advantage
• Understanding the world of bitcoin, blockchains, and financial trading platforms