Job Responsibilities: As a technical support team member, you will act as Level 2 support, providing timely and accurate feedback to customers (both B2B and B2C) or the client service team on issues/enquiries that require technical knowledge.
Investigate the technical issues raised by clients, perform analysis by looking into the logs, provide proper recommendations to handle the issue, and produce a report of the issue.
If there is a service incident, you will be responsible for classifying the urgency of the issues and escalating them to the teams that need to be involved.
As a bridge between clients and internal teams, you will contribute to educating or supporting client services teams to improve their response to clients, document workarounds for known technical issues, and define the framework of the documentation process for product changes.
You will also bring the client voice to the internal team, collect contextual information about the issue, record the information in Jira, and raise it to the Dev Team for further analysis or bug fixes.
This role competes within a dynamic and complex industry, with trends that are constantly evolving. Maintaining our edge requires a high level of engagement and passion.
Producing impactful content requires critical thinking and organization, and team members must be able to operate autonomously in a results-driven environment. Communication skills will be put to the test as you will face many micro-interactions with industry partners, thought-leaders, and community members.
Candidate Requirements: Fluency in Chinese is essential.
As a support engineer, communication and collaboration take a large proportion of your daily operations. We use multiple channels for both internal and external communication, including JIRA, Zendesk, and Telegram.
In addition to documentation work, development capabilities are also a basic requirement. You will need to guide our clients in implementing their trading programs with our API. The minimum requirement is mastery of at least one of the programming languages (C++, Java, Python, JavaScript, etc.) and familiarity with RESTful and WebSocket protocols.
For monitoring & troubleshooting tools, you should be familiar with, but not limited to, Linux Shell Script, SQL, ELK (Kibana), and Grafana. We encourage you to contribute more to support tools for internal and external clients.
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