Technical Support Specialist
hace 20 horas
Binance is a leading global blockchain ecosystem, and we're looking for a talented individual to join our TechOps team as a Technical Support Specialist. As a key member of our team, you'll be responsible for investigating and resolving technical questions related to the functioning of our ecosystem (Binance.com, Mobile Apps, etc). This role involves close collaboration with our Customer Support, internal Dev/Infra teams, and other parties.
Responsibilities:- Provide technical support and handle urgent escalations from external or internal customers/users in production environments with high-volume transaction traffic.
- Collaborate closely with stakeholders, including customers, product managers, developers, and management teams.
- Analyze service ticket data, identify incident root causes, draft Root Cause Analysis (RCA) reports, and implement maintenance for system-level improvements.
- Work with product and developer teams globally, participate in iteration, release, and roadmap planning, and ensure timely follow-up.
- Prioritize multiple incidents and deadlines to facilitate well in a fast-paced, rapidly evolving organization.
- Take ownership of continuous improvement in service quality and efficiency.
To succeed in this role, you'll need:
- 4-8+ years of experience in similar roles (e.g., Technical Support Engineer, SL3 Engineer, Application Owner).
- Strong problem-solving skills, with the ability to identify, analyze, and resolve issues logically and systematically.
- Experience with Unix/Linux, shell scripting, databases (Oracle, MySQL), and web/app project support (HTTP protocol, JavaScript, RESTful, JSON, Web Service, TCP/IP, Linux/Unix).
- Familiarity with AI technologies and the ability to perform development tasks.
- Understanding of software development methodologies and coding standards.
- Experience with software application debugging and troubleshooting.
- Familiarity with technical support processes and escalation management.
- Passion for technical support and solving complex customer issues.
- A degree in Computer Science, Math, or a related scientific discipline (BS/MS).
- Background in software development (a plus).
We offer:
- A flat structure, collaborative environment, and opportunities for growth and learning.
- A user-centric approach to innovation and problem-solving.
- The chance to shape the future of the world's leading blockchain ecosystem.
- A competitive salary and company benefits.
- A work-from-home arrangement (with flexibility depending on business needs).
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