Technical Support Analyst
New
H
Hummingbot FoundationCrypto/Blockchain, DeFi
PhilippinesPart-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- Minimum of 3 years of relevant experience in incident management and/or technical support.
- Required Skills
- SQLCloud ComputingLinuxZendeskCritical thinkingTechnical support
Requirements
- Minimum 3 years of relevant experience in incident management and/or technical support.
- Demonstrated experience with end-to-end platform incident management using Zendesk or similar platforms.
- Exceptional communication skills with the ability to operate across multiple departments.
- Highly curious, proactive, and self-motivated with a passion for emerging technologies.
- Ability to investigate issues to determine root causes.
- Flexible and adaptable to meet the needs of a fast-paced, high-growth organization.
Responsibilities
- Manage and assist user inquiries on platforms including Discord, Email, Zendesk, and Reddit.
- Serve as an escalation point for community and customer high-touch escalations and platform incidents.
- Gauge customer and community impact to guide decision-making with product managers and engineers.
- Manage the ticketed query system and maintain an up-to-date database of resolutions in Zendesk.
- Exercise critical thinking to establish root causes of application errors.
- Escalate serious concerns to higher-tier support groups including development and architecture teams.
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