THE WORK:

We are seeking a Senior Support Engineer to join the QA and Support team in India

The ideal candidate will be responsible for providing top-tier technical assistance to our clients, offering guidance on using our software, and using their expertise in API integration and scripting to assist client into their technical queries. As a key member of our support team, the Senior Support Engineer will play an essential role in ensuring our clients satisfaction.

WHAT YOU’LL DO:

• Provide Level 2 technical support to clients, addressing their queries and concerns in a timely and professional manner. 
• Offer expert advice and guidance on the use of our software, including its features, functions, and best practices. 
• Troubleshoot and resolve technical issues related to our product, escalating to higher support levels as necessary. 
• Assist clients with API integration, providing clear and concise documentation and support. 
• Collaborate with internal teams, including developers, product managers, and QA, to ensure continuous product improvement
• Create and maintain technical documentation, including knowledge base articles, FAQs, and user guides. 
• Train and mentor junior support engineers, sharing knowledge and expertise. 
• Stay up-to-date with industry trends, emerging technologies, and methodologies in the Financial Services and Digital Asset Management space. 

WHAT WE’RE LOOKING FOR:

• Bachelor's degree in Computer Science, Information Technology, or a related field. 
• At least 5 years of experience in technical support 
• Strong knowledge of API integration, RESTful APIs, and API troubleshooting. 
• Proficiency in scripting languages such as Python, JavaScript, or Bash. 
• Excellent problem-solving and analytical skills, to diagnose and resolve complex technical issues. 
• Exceptional communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users. 
• Strong customer service skills and a commitment to delivering a high level of client satisfaction. 
• Ability to work independently and as part of a team, managing multiple tasks and priorities. 
• Technical knowledge in blockchain and crypto is a big plus