Technical Support Engineer - API (Canada based, 100 Remote)

Overview

The Technical Support Engineer - API plays a critical role in providing technical support and assistance to customers utilizing the company's API products. This role is essential for ensuring seamless API integration, troubleshooting technical issues, and delivering exceptional customer support. The Technical Support Engineer - API will collaborate with cross-functional teams to address customer queries and contribute to the development of technical documentation.

Key Responsibilities:

• In charge of technical support and handle urgent escalation from high profile institution customers for API trading related issues in a production environment with high-volume transactions.
• Strong collaboration, communication and interaction with all stakeholders including customers, product manager, developer and management team.
• 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.
• Ability to continuously extend support offering to users based on market situation Ability to handle senior management communication and escalation.

Required Qualifications:

• Experience in providing technical support or using Exchange APIs.
• Programming experience is a good plus. 10+ years of experience in similar roles - e.g. Technical Support Engineer, SL3 Engineer, Application Owner, etc.
• Experience in trading or developing trading program over traditional financial instruments or crypto currencies are required.
• 3+ years management experience is strongly preferred while still needing this role to be very hands-on.
• Good command in English (both spoken and written). Bilingual in English and Mandarin is preferred.
• Must have strong capabilities to identify, analyze and resolve problems logically and systematically.
• 3+ years with scripting or programming skills, etc.
• 3+ years Cloud Infra (AWS) experience.
• 3+ 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 processes and escalation management.
• Passionate with technical support to solve complicated customer issues.
• Ability to present or speak fluently to engineers, product managers, high profile customers and senior leadership team.
• BS/MS in Computer Science, Math or related scientific disciplines.
• Background in Software Development is a plus.