Technical Support Specialist

3 weeks ago

London, Greater London, United Kingdom Crypto Full time

Key Responsibilities
  • Maintain optimal uptime for various production systems.
  • Deliver Level 1 and Level 2 application support for users engaged in trading, data processing, and IT operations.
  • Participate in weekend support on a rotational basis and occasionally assist during public holidays.
  • Oversee and address critical system alerts; conduct initial diagnostics and potential fixes, escalating issues to appropriate teams as necessary.
  • Act as the major incident manager during significant incidents, coordinating efforts and providing timely updates to all stakeholders.
  • Conduct system operations and administration tasks, including daily performance monitoring of multiple systems.
  • Collaborate with internal users and external vendors to troubleshoot and resolve production system issues, while communicating enhancement and bug fix requirements to engineering teams.
  • Assist the team manager in refining and optimizing daily operations through automation.
  • Support the team manager in defining work schedules and other managerial responsibilities.
  • Contribute to the continuous improvement of the team's operational methodologies.
  • Ensure compliance with Service Level Agreements (SLA) and Operational Level Agreements (OLA).
  • Engage in incident management, change management, and response management, including writing Root Cause Analysis (RCA) reports.
  • Create and manage knowledge articles, maintaining the team's knowledge base and promoting overall knowledge sharing.
  • Provide emergency support outside of regular office hours when necessary.
  • Facilitate communication between product and development teams to ensure effective service delivery to end-users.
  • Stay updated on the latest technological advancements and industry trends.
Qualifications
  • Strong sense of self-discipline, responsibility, and integrity.
  • Genuine interest in working within the cryptocurrency and financial sectors.
  • 2-5 years of experience in application support or development; more experienced candidates may be considered for a senior role.
  • 1-3 years of experience supporting exchange, high-frequency, or low-latency trading platforms.
  • Proficient in both spoken and written English.
  • Exceptional team player with the ability to manage work independently with minimal supervision; high sense of responsibility and integrity.
  • Skilled in database queries and SQL.
  • Familiarity with shell scripting and basic Linux commands.
  • Solid understanding of formal and practical production support models.
  • Experience with IT Service Management (ITSM) platforms such as Jira or ServiceNow.
  • Excellent problem-solving abilities with a keen attention to detail.
  • Strong communication and interpersonal skills.
  • Effective time management skills, self-organized, and motivated.
  • Familiarity with agile methodologies.
  • Knowledge of operations in a Linux environment.
  • Understanding of relational database concepts.
Preferred Technical Skills:
  • Experience supporting applications in a Linux environment and cloud computing.
  • Good understanding of the ITIL V3/4 framework is highly desirable; knowledge of AWS or Kubernetes is a plus.
  • Familiarity with Redis and log queries is advantageous; experience in automation or AI is a plus.
  • Experience managing multiple monitoring systems such as Datadog, NewRelic, Kubernetes, Grafana, and Elastic Cloud.
  • Strong experience with cloud computing, AWS, microservices architecture, Unix, and Linux systems.
  • Experience coding in Ruby, Python, Java, or GoLang is beneficial.
Company Culture

Life at Crypto: We empower our employees to think innovatively and explore new opportunities while collaborating with a talented and supportive team. Our working environment is transformational and proactive, encouraging personal and professional growth.

Benefits: We offer a competitive salary, comprehensive medical insurance with extended coverage for dependents, and attractive annual leave entitlements, including special leave for birthdays and work anniversaries. Our flexible work arrangements include hybrid or remote setups.

About Crypto: Founded in 2016, Crypto serves over 80 million customers and is recognized as the world's fastest-growing global cryptocurrency platform. Our vision is straightforward: Cryptocurrency in Every Wallet™. We are committed to fostering the adoption of cryptocurrency through innovation and empowering the next generation of builders, creators, and entrepreneurs to shape a fairer digital ecosystem.

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