Senior Support Specialist
New
H
Hummingbot FoundationCryptocurrency, DeFi
PhilippinesFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- Minimum of 3 years of relevant experience
- Required Skills
- DockerSQLCloud ComputingLinuxZendeskTechnical support
Requirements
- Minimum of 3 years of relevant experience in incident management, technical support, and System Administration.
- Knowledgeable in various UNIX/Linux commands and functions.
- Experience supporting a highly automated and dynamic cloud-environment.
- Demonstrated experience with end-to-end platform incident management using Zendesk or a similar platform.
- Exceptional communication skills, able to operate effectively across multiple departments.
- Flexible and adaptable to the evolving needs of a fast-paced organization.
- Strong analytical and critical thinking skills with a proactive approach to troubleshooting.
- Passion for emerging technologies and algorithmic trading.
- Highly desirable (must meet at least 4): Crypto Trading, Jupyter Notebook, MySQL Workbench, Datadog, Docker, Cloud platforms (AWS/GCP/Azure), and SQL query writing/debugging.
Responsibilities
- Manage and assist user inquiries across Discord, Email, Zendesk, and Reddit.
- Act as an escalation point for high-touch customer support and platform incidents.
- Coordinate with Product Managers, engineers, and stakeholders to resolve issues with the user experience in mind.
- Manage ticketed query systems and ensure a comprehensive knowledge base of resolutions is maintained.
- Identify root causes of application errors and escalate complex technical concerns to higher tiers.
- Contribute to team process improvements and tool enhancements by analyzing software functionality.
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