Technical Support Engineer / SL3 Application Owner

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over 4 years old

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Binance is a leading global blockchain ecosystem behind the world’s largest cryptocurrency exchange by trading volume and registered users. We are trusted by over 230 million people in 100+ countries for our industry-leading security, user fund transparency, trading engine speed, deep liquidity, and an unmatched portfolio of digital-asset products. Binance offerings range from trading and finance to education, research, payments, institutional services, Web3 features, and more. We leverage the power of digital assets and blockchain to build an inclusive financial ecosystem to advance the freedom of money and improve financial access for people around the world.

We are looking for a talented Technical Support Engineer / SL3 Application Owner to join our TechOps team.
This is a pretty broad role that will involve investigating and resolving technical questions related to functioning of our ecosystem (Binance.com, Mobile Apps, etc), and other related duties.
It will include close cooperation with our Customer Support, internal Dev/Infra teams, as well as other parties.

This is a full-time position that can be remote.

Responsibilities:

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

    • Requirements:

  • 4-8+ years of experience in similar roles - e.g. Technical Support Engineer, SL3 Engineer, Application Owner, etc
  • Must have strong capabilities to identify, analyze and resolve problems logically and systematically
  • 3+ years Unix/Linux with shell scripting, etc
  • 2+ years databases experience (Oracle, MySQL)
  • 2+ years Web or App related project support experience with HTTP protocol, JavaScript, RESTful, Json, Web Service, TCP/IP, Linux/Unix
  • Understanding of software development methodologies and coding standards
  • Experience with software application debugging and troubleshooting
  • Familiar with technical support process and escalation management
  • Passionate with technical support to solve complicated customer issues
  • Ability to present or speak fluently to engineers, product manager and customers
  • BS/MS in Computer Science, Math or related scientific disciplines
  • Background in Software Development is a plus
    • Why Binance
    • Shape the future with the world’s leading blockchain ecosystem
    • Collaborate with world-class talent in a user-centric global organization with a flat structure
    • Tackle unique, fast-paced projects with autonomy in an innovative environment
    • Thrive in a results-driven workplace with opportunities for career growth and continuous learning
    • Competitive salary and company benefits
    • Work-from-home arrangement (the arrangement may vary depending on the work nature of the business team)

    Binance is committed to being an equal opportunity employer. We believe that having a diverse workforce is fundamental to our success.
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