Orderly Network is hiring a
Technical Support Engineer

Summary

Join Orderly Network, a permissionless, decentralized exchange protocol and modular ecosystem built on top of NEAR. As a technical support team member, you will provide timely and accurate feedback to customers, investigate technical issues, and contribute to educate client services teams. You will work with marketing and communications specialists, product managers, data analysts, developers, and other industry experts.

Requirements

• Mastering at least one programming language (C++, Java, Python, JavaScript, etc.)
• Familiarity with RESTful and Websocket protocols
• Knowledge of monitoring & troubleshooting tools, including Linux Shell Script, SQL, ELK (Kibana), and Grafana

Responsibilities

• Act as Level 2 support - provide timely and accurate feedback to customers (toB and toC) or client service team on the issues/enquiries that require technical knowledge
• Investigate the technical issues raised by clients, perform analysis by looking into the logs, provide proper recommendations to handle the issue and produce the report of the issue
• Classify the urgency of service incidents and escalate to the teams that require involvement
• Contribute to educate or support client services teams, document the work-around of known technical issues
• Define the framework of the documentation process for product changes
• Bring the client voice to the internal team, collect context information of the issue, record it in Jira, and raise it to Dev Team for further analysis or bug fix