Senior Technical Support Specialist
7 days ago
Are you passionate about delivering exceptional support experiences to global communities?
We seek an experienced Technical Support Specialist to join our team and contribute to the development of high-quality technical solutions.
This role offers a unique opportunity to explore emerging technologies in the Crypto/Blockchain industry, influence our ways of working, and continuously learn from our team of experts.
Key responsibilities include:
- Providing top-notch support to users on all platforms (Discord, Email, Zendesk, Reddit)
- Serving as an escalation point for community/customer experience in high-touch escalations and platform incidents
- Managing ticketed query systems and ensuring comprehensive databases of queries and resolutions are kept up-to-date
- Exercising critical thinking skills to establish root causes of application errors and escalating serious concerns to higher-tier support groups
Required Skills and Qualifications:
- Motivation by our mission to democratize algorithmic trading
- Curiosity, proactivity, and self-motivation with a passion for emerging technologies
- Minimum 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 for effective collaboration across departments and stakeholders
- Flexibility and adaptability to meet evolving needs of a fast-paced organization
Desirable Experiences:
- Knowledgeable in Crypto Trading, Jupyter Notebook, MySQL Workbench, Datadog, and Docker
- Strong system administration experience and good knowledge of databases, understanding schemas, database structures, and ability to write and debug SQL queries
Additional Benefits:
- 100% remote work
- Individual contractor status with monthly net payments
- Contribute to an organization bringing impactful technologies freely available to everyone in the world
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