Senior Support Specialist

Hummingbot Foundation
Not-for-profit foundation that coordinates community maintenance of the Hummingbot open source software, freely available under the Apache 2.0 license.

Our mission is to democratise algorithmic trading. Together, we make sophisticated high-frequency trading strategies freely available to everyone in the world.

Do you want to be part of the future of Decentralised Finance? Do you like being accountable in bringing high quality technical solutions to community and customer concerns? Then this opportunity might be for you

We are seeking experienced Technical Support Analysts/Specialists - true technologists that will complement our team of diverse and talented technical support crew. You will get to explore emerging technologies in the high-demand Crypto/Blockchain industry and influence our ways of working within a very collaborative environment. You will continuously learn from our existing team of experts while also being able to contribute your own ideas and competencies to help the business processes progress and innovate.

About the Opportunity

• You will be supported to understand our business, meaning not only coming in and doing day-to-day tasks but also be involved and know your impact on the market.
• You will be a true community advocate, managing and assisting user inquiries on all platforms that we support (Discord, Email, Zendesk, Reddit) using all available information (documentations, KB, online resources, etc.)
• You will serve as an escalation point for our community/customer experience in high touch escalations and platform incidents. You should be able to gauge customer/community impact and guide decisions with Product Managers, engineers, and all other stakeholders with users in mind.
• You will be accountable for managing ticketed query system and ensuring comprehensive database of queries and resolutions is kept up to date using Zendesk tickets for any and all 1st - 2nd level technical concerns.
• You will be given the opportunity to exercise your critical thinking skills by establishing the root causes of application errors, and escalating serious concerns to the higher tier support group which may include development, architecture, etc.
• You are an expert in your field who is expected to contribute in continuously improving the team tools and processes by performing analyses on software application functionality and suggesting enhancements.

About You (Must haves)

• Motivated by our mission and creating a seamless support experience for our global community base.
• Curious, proactive and self-motivated - A truly passionate life-long learner who loves to work with emerging technologies.
• Minimum of 3 years of relevant experience in incident management, technical support and System Administration.
• Knowledgeable in various UNIX/Linux commands and functions.
• Experience supporting a highly automated and dynamic cloud-environment.
• Demonstrated some experience with end-to-end platform incident management using Zendesk or similar platform.
• Exceptional communication skills - can communicate and operate effectively across multiple departments and stakeholders.
• Flexible and adaptable to meet the evolving needs of a high-growth and fast-paced organization.
• Curiosity to chase issues to root cause and rollup sleeves to investigate and resolve the unknown.

Highly Desirable Experiences (must meet at least 4 of the requirements below)

• Knowledgeable in Crypto Trading Knowledgeable in Jupyter Notebook
• Knowledgeable in MySQL Workbench Knowledgeable in Datadog
• Knowledgeable in various UNIX/Linux commands and functions
• Knowledgeable in Docker and Docker commands
• Experience with cloud-based technologies and solutions including but not limited to: Linux/Unix, AWS, GCP, or Azure
• Strong System Administration experience Good knowledge of databases, understanding schemas, database structures, and ability to write and debug SQL queries

• 100% remote work
• Individual Contractor - you will get paid in net amount monthly
• Be part of an organization that is bringing impactful technologies freely available to everyone in the world