Binance Accelerator Programme - Technical Support Engineer (TechOps)

Description

About Binance Accelerator Program (BAP)

Binance Accelerator Program is a concise 6-months program designed to have an immersive experience in the rapidly expanding Web3 space. You will be given the opportunity to experience life at Binance and understand what goes on behind the scenes of the world' s leading blockchain ecosystem. Alongside your job, there will also be a focus on networking and development, which will expand your professional network and build transferable skills to propel you forward in your career. You will be hired under a junior fixed term contract.

Who may apply

current students and recent graduates.

About this job

We are looking for candidate to join our TechOps team as BAP in Technical Support.

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.

About Binance Accelerator Program (BAP)

Who may apply

current students and recent graduates.

About this job

We are looking for candidate to join our TechOps team as BAP in Technical Support.

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:

Undergraduates in Computer Science or related field (preferably with relevant internship experience) can be considered

Must have strong capabilities to identify, analyze and resolve problems logically and systematically

Unix/Linux with shell scripting, etc

Databases experience (Oracle, MySQL)

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

Comfortable performing shift-work (eg. 7am-4pm, 10am-7pm from Monday to Friday, Tuesday to Saturday or Sunday to Thursday) - it would be rotated after 2-3 months

Ability to start this program in May/June 2024 during 3 to 6 months