API Trading Technical Support Lead
4 weeks ago
Binance is a leading global blockchain ecosystem and cryptocurrency infrastructure provider. Our mission is to accelerate cryptocurrency adoption and increase the freedom of money. We are looking for a talented Technical Support Engineer / API Trading Support lead to join the TechOps team. This role will involve investigating and resolving technical questions related to API programming issues, and cover global institutions such as HFTs and algo/quant funds. The role will include close cooperation with our VIP Account team, Customer Support, internal Dev/Infra teams, as well as other parties. This is a lead role with 5-8 team members across the globe, so previous management experience is strongly preferred. The role also needs to talk to VIP customers directly, so bilingual fluency in both English and Mandarin is preferred. Location is flexible - can be in Canada, or EU/MENA/APAC region.
Key Responsibilities- Provide technical support and handle urgent escalation from high-profile institution customers for API trading related issues in a production environment with high-volume transactions.
- Collaborate with all stakeholders including customers, product manager, developer, and management team.
- Work closely with product and developer teams in global offices, participate in iteration, release, and roadmap planning.
- Prioritize multiple incidents and deadlines to facilitate well in a fast-paced, rapidly evolving organization.
- Improve service quality and efficiency continuously.
- Provide coaching, training, identification, optimization, and documentation of customer or business support processes.
- Extend support offering to users based on market situation and handle senior management communication and escalation.
- Experience in providing technical support or using Exchange APIs.
- Programming experience is a plus. 10+ years of experience in similar roles - e.g. Technical Support Engineer, SL3 Engineer, Application Owner, etc.
- Experience in trading or developing trading programs over traditional financial instruments or cryptocurrencies is required.
- 3+ years management experience is strongly preferred while still needing this role to be very hands-on.
- Good command in English (both spoken and written). Bilingual in English and Mandarin is preferred.
- Strong capabilities to identify, analyze, and resolve problems logically and systematically.
- 3+ years with scripting or programming skills, etc.
- 3+ years Cloud Infra (AWS) experience.
- 3+ years Web or App related project support experience with HTTP protocol, JavaScript, RESTful, JSON, Web Service, TCP/IP, Linux/Unix.
- Understanding of software development methodologies and coding standards.
- Experience with software application debugging and troubleshooting.
- Familiar with technical support processes and escalation management.
- Passionate about technical support to solve complicated customer issues.
- Ability to present or speak fluently to engineers, product managers, high-profile customers, and senior leadership team.
- BS/MS in Computer Science, Math, or related scientific disciplines.
- Background in Software Development is a plus.
We offer a competitive salary and benefits, flexible working hours, remote-first, and casual work attire. Join us in our mission to accelerate cryptocurrency adoption and increase the freedom of money.
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