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Technical Support Engineer for Binance Accelerator Program
3 months ago
Key Responsibilities:
- Deliver technical assistance and manage urgent escalations from both external and internal clients in a high-traffic production environment.
- Engage in strong collaboration and communication with all relevant stakeholders, including clients, product managers, developers, and management teams.
- Examine service ticket data to pinpoint the root causes of incidents, prepare Root Cause Analysis (RCA) reports, and implement potential maintenance for system-level enhancements.
- Collaborate closely with product and development teams across global offices, ensuring timely participation in iterations, releases, and roadmap planning.
- Exhibit flexibility in prioritizing multiple incidents and deadlines to thrive in a fast-paced, rapidly changing organization.
- Take on significant responsibility for ongoing improvements in service quality and operational efficiency.
- Provide coaching and training, while identifying, optimizing, and documenting customer or business support processes.
Qualifications:
- Undergraduate students in Computer Science or related fields (preferably with relevant internship experience) are encouraged to apply.
- Demonstrated ability to logically and systematically identify, analyze, and resolve issues.
- Proficiency in Unix/Linux environments with shell scripting capabilities.
- Experience with databases such as Oracle and MySQL.
- Support experience in web or app-related projects, familiar with HTTP protocols, JavaScript, RESTful services, JSON, Web Services, TCP/IP, and Linux/Unix.
- Understanding of software development methodologies and coding standards is essential.
- Experience in debugging and troubleshooting software applications.
- Familiarity with technical support processes and escalation management.
- A passion for technical support and resolving complex customer challenges.
- Ability to communicate effectively with engineers, product managers, and clients. A BS/MS in Computer Science, Mathematics, or related scientific disciplines is preferred.
- A background in software development is advantageous.
- Willingness to work in shifts (e.g., 8am-5pm, 10am-7pm from Monday to Friday, Tuesday to Saturday, or Sunday to Thursday), with rotation every 2-3 months.
