Software Technical Support Engineer

About Bybit:

Established in March 2018, Bybit is one of the fastest growing cryptocurrency derivatives exchanges, with more than 10 million registered users. We aim to continue revolutionizing the industry by fusing the best of cryptocurrency and traditional finance. Our innovative, highly advanced, user-friendly platform has been designed from the ground-up using best-in-class infrastructure to provide our users with the industry's safest, fastest, fairest, and most transparent trading experience. Built on customer-centric values, we endeavour to provide a professional, 24/7 multi-language customer support to help in a timely manner.

Responsibilities:

• Provide technical support and handling urgent escalation from external or internal customers or users in production environment with high-volume of transaction traffic;
• High responsibility in continuous improvement in service quality and efficiency;
• Analyze service ticket data, identify incident root cause, draft Root Cause Analysis (RCA) report and follow possible maintenance for system-level improvement;
• Very flexible with capability to prioritize multiple incidents and deadlines to facilitate well in a fast-paced, rapidly evolving organization;
• Strong collaboration, communication and interaction with all stakeholders including customers, product manager, developer and management team;
• Work closely with product and developer teams in global offices, participate and follow up in iteration, release and roadmap planning timely;
• Ability to provide coaching, training, identification, optimization and documentation of the customer or business support processes.
• Work on the transaction related issues or the customer issues with SQL into DB tables and log searching via ELK or scripts or manual linux cmd;

Requirements:

• Bachelor's or Master's in Computer Science, Math or related scientific disciplines;
• Passionate about technical support to solve complicated customer issues;
• Familiar with technical support process and escalation management;
• Strong capabilities to identify, analyze and resolve problems logically and systematically;
• 2+ years Web or APP related project support experience with HTTP protocol, JavaScript, RESTful, Json, Web Service, TCP/IP, Linux/Unix;
• 5-10+ years of experience in support or financial technology (FinTech) industries;
• 2+ years software development experience;
• Good communication skills with spoken and written English.
• Experience with software application debugging and troubleshooting;
• Understanding of software development methodologies and coding standards;
• 2+ years SQL experience (Oracle, MySQL);