👋 About Us: Join a leading DeFi company! We're a dynamic team passionate about innovation in a constantly evolving industry. We value critical thinking, autonomy, and results. Excellent communication is key, as you'll interact with various partners and community members.
🚀 The Role: As a Technical Support Engineer, you'll be a vital link between our clients (B2B and B2C) and internal teams. You'll provide Level 2 technical support, investigating issues, analyzing logs, recommending solutions, and generating reports. A key responsibility is classifying the urgency of service incidents and escalating them to the appropriate teams.
⚙️ What You'll Do:
- Provide timely and accurate technical support to clients and internal teams.
- Investigate and analyze technical issues, examining logs to identify root causes.
- Recommend solutions and create reports detailing issue resolution.
- Manage service incidents, classifying urgency and escalating as needed.
- Educate and support client service teams to improve their response times.
- Document workarounds for known technical issues and define documentation processes for product changes.
- Collect client issue information, record it in Jira, and escalate to the development team for analysis and bug fixes.
- Guide clients in implementing their trading programs using our API.
💪 What We're Looking For:
- Excellent communication and collaboration skills – you'll be using JIRA, Zendesk, and Telegram daily.
- Proficiency in at least one programming language (C++, Java, Python, JavaScript, etc.) and familiarity with RESTful and Websocket protocols.
- Experience with monitoring and troubleshooting tools such as Linux Shell Script, SQL, ELK (Kibana), and Grafana. A willingness to contribute to improving our support tools is a plus!
➕ Nice-to-Haves:
- Experience in the DeFi industry.
- Contributions to open-source projects.
👨💼 Hiring Process:
- Screening
- Assessment
- Offer
This is a hybrid role based in Lisbon, Portugal. We offer a competitive salary and benefits package (details available upon request). Ready to join our team? Apply now!