Position: New Wave Devs is looking for a middle Technical Support Engineer for a crypto project
Company: New Wave Devs
Experience required: 2y
English level: intermediate

About New Wave Devs:
We are a community of specialists in UI/UX and several backend and frontend technologies. We are based in Kyiv, Ukraine. The company consists of 20+ employees from CIS countries. We work with StartUps, as with mid and big-sized companies. Our clients are from such countries, as United States, United Kingdom, Saudi Arabia, Canada, etc.

About the project:
A one-stop solution for professional digital-assets investors and institutions. Our breadth of products includes prime brokerage, custody, fund administration, enhanced by an institutional trading platform providing low-latency, liquidity, and direct market access to over 10 major exchanges.

Responsibilities:
We are looking for a Technical Support Engineer to join our TechOps team. This is a pretty broad role that will involve investigating and resolving technical questions related to the functioning of our ecosystem. It will include close cooperation with our Customer Support, internal Dev/Infra teams, as well as other parties. 

1. Provide technical support and handling urgent escalation from external or internal customers or users in a production environment. Strong collaboration, communication, and interaction with all stakeholders including customers, product manager, developer, and management team.
2. Analyse service ticket data, identify incident root cause, draft Root Cause Analysis (RCA) report and follow possible maintenance for system-level improvement.
3. Work closely with product and developer team, participate and follow up in iteration, release, and roadmap planning in a timely.
4. Very flexible with the capability to prioritize multiple incidents and deadlines to facilitate well in a fast-paced, rapidly evolving organization.
5. High responsibility in continuous improvement in service quality and efficiency.
6. Ability to provide coaching, training, identification, optimization, and documentation of the customer or business support processes.

Requirements:
— 2+ years of experience in similar roles - e.g. Technical Support Engineer, SL3 Engineer, Application Owner, etc.;
— Must have strong capabilities to identify, analyze and resolve problems logically and systematically;
— 2+ years Unix/Linux with shell scripting, etc;
— 2+ years of databases experience (MySQL, Postgres);
— 2+ years Web or App related project support experience with HTTP protocol, JavaScript, RESTful, JSON, Web Service, TCP/IP, Linux/Unix;
— Experience with software application debugging and troubleshooting;
— Familiar with technical support process and escalation management;
— Passionate with technical support to solve complicated customer issues;
— Background in Software Development is a plus;
— Critical Communication Skill: Must be technically literate and be able to articulate technical issues in a meaningful way to both engineers and executive-level management.

Company values are based on the fact that we hire people, not “resources”, which means:
— An absolute prohibition on forced overtime. Your family, hobby, dog, and so on will never be left without you because someone “asked” you to work longer;
— If overtime is present, of course at the request of the developer and of course is paid;
— NO formal communication, we love jokes;
— An internally developed training system for employees to improve skills during working hours;
— A bonus system that involves additional payment for solving risky tasks or for additional responsibility on a project.

Hurry up and write us. Looking forward to cooperating with you!