Technical Support Engineer - API Canada based 100 Remote

Overview:

Key Responsibilities:

• In charge of technical support and handle urgent escalation from high profile institution customers for API trading related issues in a production environment with highvolume transactions.
• Strong collaboration communication and interaction with all stakeholders including customers product manager developer and management team.
• 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 fastpaced 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.
• Ability to continuously extend support offering to users based on market situation Ability to handle senior management communication and escalation.

Required Qualifications:

• Experience in providing technical support or using Exchange APIs.
• Programming experience is a good plus. 10 years of experience in similar roles e.g. Technical Support Engineer SL3 Engineer Application Owner etc.
• Experience in trading or developing trading program over traditional financial instruments or crypto currencies are required.
• 3 years management experience is strongly preferred while still needing this role to be very handson.
• Good command in English (both spoken and written). Bilingual in English and Mandarin is preferred.
• Must have strong capabilities to identify analyze and resolve problems logically and systematically.
• 3 years with scripting or programming skills etc.
• 3 years Cloud Infra (AWS) experience.
• 3 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 processes and escalation management.
• Passionate with technical support to solve complicated customer issues.
• Ability to present or speak fluently to engineers product managers high profile customers and senior leadership team.
• BS/MS in Computer Science Math or related scientific disciplines.
• Background in Software Development is a plus.

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