Technical Community Advocate

2 days ago

Taguig, National Capital Region, Philippines beBeeCommunity Full time $60,000 - $85,000
Job Overview

Are you a skilled problem solver seeking to contribute to the growth of Decentralised Finance? Do you enjoy being accountable for delivering high-quality technical solutions to community and customer concerns?

About the Role
  • You will be supported to understand our business operations, meaning not only performing day-to-day tasks but also being involved and knowing your impact on the market.
  • As a true community advocate, you will manage and assist user inquiries on all platforms that we support (Discord, Email, Zendesk, Reddit) using all available information (documentations, KB, online resources, etc.).
  • 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 other stakeholders with users in mind.
  • You will be accountable for managing ticketed query systems and ensuring comprehensive databases of queries and resolutions are kept up to date using Zendesk tickets for any and all 1st-2nd level technical concerns.
  • By exercising your critical thinking skills, you will establish the root causes of application errors, and escalate serious concerns to the higher-tier support group which may include development, architecture, etc.
  • As an expert in your field, you will contribute to continuously improving team tools and processes by performing analyses on software application functionality and suggesting enhancements.
Key Qualifications

Essential Skills

  • Passionate about creating a seamless support experience for our global community base.
  • Curious, proactive, and self-motivated - A truly passionate life-long learner who loves working 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 highly automated and dynamic cloud environments.
  • Demonstrated experience with end-to-end platform incident management using Zendesk or similar platforms.
  • 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 roll up sleeves to investigate and resolve unknowns.

Highly Desirable Experiences

  • Knowledgeable in Cloud Computing Knowledgeable in Jupyter Notebook
  • Knowledgeable in MySQL Workbench Knowledgeable in Datadog
  • Knowledgeable in Docker and Docker commands
  • Experience with cloud-based technologies and solutions including 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
Additional Information
  • 100% remote work
  • Individual Contractor - paid in net amount monthly
  • Be part of an organisation bringing impactful technologies freely available to everyone in the world

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