Technical Support Engineer, SL3 Application Owner

Summary

Join Binance, a leading global blockchain ecosystem, as a Technical Support Engineer / SL3 Application Owner. This role involves investigating and resolving technical issues across our ecosystem (Binance.com, Mobile Apps, etc.), collaborating with various teams, and ensuring high-quality service. You will analyze service data, identify root causes, and contribute to system improvements. This full-time, remote position requires strong problem-solving skills and experience in technical support, software development, and various technologies. Binance offers competitive salary and benefits, including work-from-home arrangements and opportunities for career growth.

Requirements

• 4-8+ years of experience in similar roles - e.g. Technical Support Engineer, SL3 Engineer, Application Owner, 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

Responsibilities

• Provide technical support and handling urgent escalation from external or internal customers or users in production environment with high-volume of transaction traffic
• Strong collaboration, communication and interaction with all stakeholders including customers, product manager, developer and management team
• Analyse 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
• Very flexible with capability to prioritize multiple incidents and deadlines to facilitate well in a fast-paced, rapidly evolving organization
• High responsibility in continuous improvement in service quality and efficiency
• Ability to provide coaching, training, identification, optimization and documentation of the customer or business support processes

Preferred Qualifications

Background in Software Development is a plus

Benefits

• Competitive salary and company benefits
• Work-from-home arrangement (the arrangement may vary depending on the work nature of the business team)