Remote Technical Support Engineer

Summary

The job description is for a Technical Support Engineer/SL3 Application Owner role at Binance. The role involves providing technical support, collaborating with various teams, analyzing service ticket data, and improving service quality and efficiency. The position offers excellent career development opportunities, flexible working hours, remote-first work environment, and competitive salary and benefits.

Requirements

• 4-8+ years of experience in similar roles - e.g. Technical Support Engineer, SL3 Engineer, Application Owner, TechOps Engineer, etc
• Must have strong capabilities to identify, analyze, and resolve problems logically and systematically
• 3+ years Unix/Linux with shell scripting, etc
• 2+ years databases experience (Oracle, MySQL)
• 2+ years Web or App related project support experience with HTTP protocol, JavaScript, RESTful, Json, Web Service, TCP/IP, Linux/Unix
• Understanding of software development methodologies and coding standards
• Experience with software application debugging and troubleshooting
• Familiar with technical support process and escalation management
• Passionate with technical support to solve complicated customer issues
• Ability to present or speak fluently to engineers, product manager, and customers
• BS/MS in Computer Science, Math, or related scientific disciplines
• Background in Software Development is a plus

Responsibilities

• Provide technical support and handle urgent escalations from external or internal customers or users in a production environment with high-volume of transaction traffic
• Collaborate, communicate, and interact with all stakeholders including customers, product manager, developer, and management teams
• Analyze service ticket data, identify incident root cause, draft Root Cause Analysis (RCA) report, and follow possible maintenance for system-level improvement
• Work closely with product and developer teams in global offices, participate and follow up in iteration, release, and roadmap planning timely
• Be flexible with the capability to prioritize multiple incidents and deadlines to facilitate well in a fast-paced, rapidly evolving organization
• Provide coaching, training, identification, optimization, and documentation of customer or business support processes

Benefits

• Be a part of the world’s leading blockchain ecosystem that continues to grow and offers excellent career development opportunities
• Work alongside diverse, world-class talent in an environment where learning and growth opportunities are endless
• Tackle fast-paced, challenging, and unique projects
• Work in a truly global organization, with international teams and a flat organizational structure
• Competitive salary and benefits
• Flexible working hours, remote-first, and casual work attire