Position: Technical Support Engineer / SL3 Application Owner
Company: Binance
Category: Sysadmin
Experience required: 5y
English level: upper
Published: 2020-09-01T00:00:00+03:00

This is a full-time position that can be remote. We are open to candidates from various locations, ideally, from European timezones.

**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, etc
- Fluent Russian and good command in English (both spoken and written) 
- 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