🔥 22 hours ago
The PCloud Technical Support Engineer (L2) ensures the security and availability of the Privilege Cloud environment, focusing on infrastructure, session management, and web access portals.
Backend Production Support Engineer
🕒 yesterday
📍 🇭🇰 Hong Kong - Hybrid🎹 Mid-level🥇 Support Engineer📢 🇬🇧 English Required📢 🇨🇳 Mandarin Required💼 Full-Time
Application SupportTechnical SupportIntegration TestingProduction Incident Response
📜 Description
- Refine and execute integration tests to improve software robustness and reliability.
- Investigate and resolve production issues across cryptocurrency and derivatives trading systems, including root-cause analysis and follow-up actions.
- Handle user-submitted issues and diagnose problems across onboarding, pricing, and trading flows with cross-functional teams.
- Analyze recurring issues and translate them into product requirements for project managers and developers.
- Work with SRE and infrastructure teams on monitoring, alerting, system upgrades, and incident response.
- Own production change management for backend releases and configuration changes, and develop standard operating procedures.
🛠️ Requirements
- 3-5 years of experience in application or technical support.
- Experience with AI usage, shell scripting, Golang, and SQL technologies.
- Familiar with monitoring systems and logging systems (e.g. Datadog, Sumologic, OpenTelemetry).
- Strong analytical skills and the ability to proactively identify issues before they escalate.
- Detail-oriented with strong ownership of work and the ability to multitask across simultaneous projects.
- Demonstrate a proactive and solution-oriented mindset with a strong sense of ownership.
- Excellent communication and interpersonal skills to engage both technical and non-technical stakeholders.
- Proficiency in both written and spoken English and Mandarin; Fluent in Cantonese.
- Proficient in using Jira and Confluence to establish SOPs.
- Quick learner with a demonstrated aptitude for acquiring new technologies.
✨ Benefits
- Competitive salary
- Attractive annual leave entitlement including: birthday, work anniversary
- Work Flexibility Adoption. Flexi-work hour and hybrid or remote set-up
- Aspire career alternatives through us. Our internal mobility program can offer employees a diverse scope.
- Work Perks: crypto.com visa card provided upon joining
- Our Crypto.com benefits packages vary depending on region requirements, you can learn more from our talent acquisition team.
- Personal data provided by applicants will be used for recruitment purposes only.
- Please note that only shortlisted candidates will be contacted.
Full job description
We are a team to design, develop, maintain, and improve software for various ventures projects, i.e., projects that are adjacent to our core businesses and are bootstrapped fast with a lean team. You will be actively involved in the design of various components behind scalable applications, from frontend UI to backend infrastructure.
We are a team to design, develop, maintain, and improve software for various ventures projects, i.e., projects that are adjacent to our core businesses and are bootstrapped fast with a lean team. You will be actively involved in the design of various components behind scalable applications, from frontend UI to backend infrastructure.
Life @ Crypto.com
Empowered to think big. Try new opportunities while working with a talented, ambitious and supportive team.
Transformational and proactive working environment. Empower employees to find thoughtful and innovative solutions.
Growth from within. We help to develop new skill-sets that would impact the shaping of your personal and professional growth.
Work Culture. Our colleagues are some of the best in the industry; we are all here to help and support one another.
One cohesive team. Engage stakeholders to achieve our ultimate goal - Cryptocurrency in every wallet.
Work Flexibility Adoption. Flexi-work hour and hybrid or remote set-up
Aspire career alternatives through us - our internal mobility program offers employees a new scope.
Work Perks: crypto.com visa card provided upon joining
Are you ready to kickstart your future with us?
Benefits
Competitive salary
Attractive annual leave entitlement including: birthday, work anniversary
Work Flexibility Adoption. Flexi-work hour and hybrid or remote set-up
Aspire career alternatives through us. Our internal mobility program can offer employees a diverse scope.
Work Perks: crypto.com visa card provided upon joining
Our Crypto.com benefits packages vary depending on region requirements, you can learn more from our talent acquisition team.
About Crypto.com:
Founded in 2016, Crypto.com serves more than 150 million customers and is the world's fastest growing global cryptocurrency platform. Our vision is simple: Cryptocurrency in Every Wallet™. Built on a foundation of security, privacy, and compliance, Crypto.com is committed to accelerating the adoption of cryptocurrency through innovation and empowering the next generation of builders, creators, and entrepreneurs to develop a fairer and more equitable digital ecosystem.
Learn more at https://crypto.com.
Crypto.com is an equal opportunities employer and we are committed to creating an environment where opportunities are presented to everyone in a fair and transparent way. Crypto.com values diversity and inclusion, seeking candidates with a variety of backgrounds, perspectives, and skills that complement and strengthen our team.
Personal data provided by applicants will be used for recruitment purposes only.
Please note that only shortlisted candidates will be contacted.
Job Duty and Responsibility:
1. Integration Testing
a. Refine and execute integration tests to ensure the robustness and reliability of the software.
c. build close relationship with different operation team to continuously improve the operation efficiency
2. L3 Support and Problem Resolution
a. Act as the key technical contact for identifying, investigating, and resolving production issues in both cryptocurrency and derivatives trading systems. This involves troubleshooting and root cause analysis of issues, and tracking following actions to fix issues.
b. Participate in the daily work of the PS team. Actively receive and handle issues submitted by users, and address their requirements promptly.
c. Leverage a deep understanding of upstream and downstream services in cryptocurrency and derivatives trading — covering onboarding, pricing, and trading flows — to swiftly diagnose issues and drive resolution in collaboration with cross-functional teams.
d. Regularly organize and analyze the encountered problems, transform them into business requirements, and submit them to the Project Manager (PM) and developers (dev) to improve and optimize our products.
3. System Reliability and Maintenance
a. Collaborate with the SRE team to formulate reasonable monitoring and alerting mechanisms. By leveraging monitoring tools and techniques, identify potential issues in the production environment as early as possible to prevent system failures.
b. Provide system upgrade and optimization plans to enhance system performance and reliability.
c. In the event of a system failure, coordinate with the infra team, SRE team, and other relevant teams to identify and troubleshoot the problem, aiming to minimize downtime and the impact on users.
4. Owner of production change management
a. Take ownership of change management processes, covering backend service releases, configuration changes, and other production-related modifications.
b. Develop SOP for the above processes.
5. Timezone and Work Time Shift
a. Work mostly in HKT timezone.
b. This role may require the handover/ work with the operation support team in the EST time zone.
Requirements
3-5 years of experience in application or technical support.
Experience with AI usage, shell scripting, Golang, and SQL technologies.
Familiar with monitoring systems and logging systems (e.g. Datadog, Sumologic, OpenTelemetry).
Strong analytical skills and the ability to proactively identify issues before they escalate.
Detail-oriented with strong ownership of work and the ability to multitask across simultaneous projects.
Demonstrate a proactive and solution-oriented mindset with a strong sense of ownership.
Excellent communication and interpersonal skills to engage both technical and non-technical stakeholders.
Proficiency in both written and spoken English and Mandarin; Fluent in Cantonese.
We will consider the following abilities as a plus:
Experience in technical support in banking and other financial sectors
Experience in DevOps, particularly with AWS, Kubernetes, and CI/CD pipelines.
Solid experience in a Linux environment and relevant support tools.
Familiarity with exchange platform domain knowledge.
Desired Skills
Proficient in using Jira and Confluence to establish SOPs.
Quick learner with a demonstrated aptitude for acquiring new technologies.
experience managing software on AWS are pluses.
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