Technical Support Engineer

Summary

Join our leading trading platform as a Technical Support Engineer (L2) and play a critical role in ensuring smooth service operations. Investigate and resolve customer service requests, automate tasks, develop internal tools, and collaborate with cross-functional teams to enhance operational efficiency. Leverage advanced technologies, including AI, to streamline operations and improve issue resolution. Create documentation for troubleshooting common issues and work with various monitoring tools. This role requires shift work and excellent technical skills. We offer competitive salaries, work-life harmony, annual bonuses, generous time off, employee referral programs, comprehensive health and pension benefits, workation opportunities, and volunteer days.

Requirements

• Python, SQL (PostgreSQL), the ability to work with any Unix OS
• DevOps experience
• Experience with different monitoring tools, e.g., Kibana, Grafana, Prometheus, Datadog, and AWS metrics
• T2-T3 Technical Support experience
• Experience in setting up alerts (PagerDuty)
• Technical documentation writing skills
• English level B2 and higher
• Available to work in shifts (Monday to Sunday 24/7)

Responsibilities

• Investigate and resolve service requests – describe, triage, and resolve clients requests
• Monitor System Health State, investigate abnormal system behaviour and escalate in case of component failure
• Automatization of manual tasks and design of internal tools leveraging advanced technologies, including AI, to streamline operations
• Design operational tools to make the process of issue identification (root cause) and resolution better and faster
• Collaborate with team(s) members (including risk managers, dba, dev team, customer support, etc.) to research and resolve problems
• Create documentation on troubleshooting techniques for common (repetitive) issues

Benefits

• Competitive Salary: We believe great work deserves great pay! Your skills and talents will be rewarded with a salary that makes you feel valued and motivated
• Work-Life Harmony: Join a company that genuinely cares about you - because your life outside of work matters just as much as your time on the clock. #LI-Hybrid
• Annual Performance Bonus: Your hard work doesn’t go unnoticed! Celebrate your achievements with a well-deserved annual bonus tied to your performance
• Generous Time Off: Need a breather? Our annual leave policy lets you recharge and enjoy life outside of work without a worry
• Employee Referral Program: Love working here? Share the love! Bring your talented friends on board and get rewarded for growing our awesome team
• Comprehensive Health & Pension Benefits: From medical insurance to pension plans, we’ve got your back. Plus, location-specific benefits and perks!
• Workation Wonderland: Live your digital nomad dreams with 30 extra days to work remotely from anywhere in the world (some restrictions apply). Adventure awaits!
• Volunteer Days: Make a difference! Take two additional paid days each year to support causes you care about and give back to the community