Technical Support Engineer / SL3 Application Owner

Binance is the leading global blockchain ecosystem and cryptocurrency infrastructure provider whose suite of financial products includes the world’s largest digital-asset exchange.
Our mission is to accelerate cryptocurrency adoption and increase the freedom of money.
If you’re looking for a fast-paced, mission-driven organization where opportunities to learn and excel are endless, then Binance is the place for you.
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.

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, TechOps Engineer, 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