About the company
The Binance Exchange is a leading cryptocurrency exchange founded in 2017 in Hong Kong. It features a strong focus on altcoin trading. Binance offers crypto-to-crypto trading in more than 600 cryptocurrencies and virtual tokens, including Bitcoin (BTC), Ether (ETH), Litecoin (LTC), Dogecoin (DOGE), and its own token Binance Coin (BNB).
Job Summary
Responsibilities:
šProvide technical support and handling urgent escalation from external or internal customers or users in production environment with high-volume of transaction traffic. šStrong collaboration, communication and interaction with all stakeholders including customers, product manager, developer and management team. šAnalyse service ticket data, identify incident root cause, draft Root Cause Analysis (RCA) report and follow possible maintenance for system-level improvement. šWork closely with product and developer teams in global offices, participate and follow up in iteration, release and roadmap planning timely. šVery flexible with capability to prioritize multiple incidents and deadlines to facilitate well in a fast-paced, rapidly evolving organization. šHigh responsibility in continuous improvement in service quality and efficiency. šAbility to provide coaching, training, identification, optimization and documentation of the customer or business support processes.
Requirements:
šUndergraduates in Computer Science or related field (preferably with relevant internship experience) can be considered. šMust have strong capabilities to identify, analyze and resolve problems logically and systematically. šUnix/Linux with shell scripting, etc. šDatabases experience (Oracle, MySQL). šWeb or App related project support experience with HTTP protocol, JavaScript, RESTful, Json, Web Service, TCP/IP, Linux/Unix. šUnderstanding of software development methodologies and coding standards. šExperience with software application debugging and troubleshooting. šFamiliar with technical support process and escalation management. šPassionate with technical support to solve complicated customer issues. šAbility to present or speak fluently to engineers, product manager and customers. BS/MS in Computer Science, Math or related scientific disciplines. šBackground in Software Development is a plus. šComfortable performing shift-work (eg. 8am-5pm, 10am-7pm from Monday to Friday, šTuesday to Saturday or Sunday to Thursday) - it would be rotated after 2-3 months.