Role in brief
Crypto is hiring an Application Support Engineer to join their Exchange Support team. This role focuses on providing L2/L3 support for a global cryptocurrency trading system, ensuring its stability and uptime. Candidates with a background in production support within finance, strong technical skills in UNIX, SQL, and scripting, and experience with FIX protocol should consider applying.
About the role
This role involves maintaining a global system that supports cryptocurrency trading operations 24/7. The Application Support Engineer will be responsible for providing L2/L3 support to business users, addressing application and API issues, and managing network connectivity. A key aspect of the role is taking full ownership of the production environment for various business lines, including the exchange platform, risk management, and market data systems.
The position requires active participation in incident management, from identification to resolution, collaborating with technical and business teams, and escalating issues as needed. The engineer will also handle release activities, participate in audits, and execute business continuity planning exercises, ensuring adherence to ITIL best practices and service level agreements. Continuous improvement is a core responsibility, involving process optimization, automation of manual tasks, and enhancing service quality.
Success in this role means ensuring the continuous stability and uptime of all applications by proactively monitoring and automating alerts. The engineer will contribute to maintaining a knowledge repository and standard operating procedures. The ideal candidate is a self-starter who can quickly grasp new concepts and technologies, demonstrating strong incident handling and troubleshooting skills under pressure.
The annual salary for this position ranges from $75,000 to $125,000 USD.
Skills that matter here
- UNIX: Used for debugging and system management in the production environment.
- SQL: Applied for database queries and data manipulation as part of support activities.
- Bash: Utilized for scripting to automate tasks and improve operational efficiency.
- Python: Employed for scripting to automate tasks and enhance system support.
- FIX protocol: Essential for supporting trading systems and APIs.
- Grafana: Used for monitoring and visualizing system performance and alerts.
Who this role suits
- Someone with at least two years of production support experience, preferably in banking or financial services.
- A person who thrives under pressure, can manage multiple priorities, and is detail-oriented.
- An individual who is service-oriented with strong incident handling and troubleshooting abilities.
- A self-starter capable of quickly learning new business areas and technologies.
From the employer
Responsibilities:
- User Management: Provide technical support to Sales, Business Users, Institutional and Retail customer base with focus on application support, API support and network connectivity.
- Incident Management: Identification and resolution of production incidents. The role requires end-to-end ownership of Production issues, collaborating with various technical and business support teams, escalation and resolution of incidents in a timely manner.
- Process Management: Take ownership of all release activities, participate in audit reviews and execute BCP exercise. Ensure Process Management continues to meet ITIL best practice standards, SLA and Client expectations.
- Operations Management: Monitor and automate application and infrastructure alerts to ensure timely actions are taken to maintain system stability and uptime for all the applications. Maintain knowledge repository and standard operating procedure documentation.
- Continuous Improvement: Identify areas of improvement, implement process optimization, automation of manual tasks and improve the service level the team provides to the end users.
Required Skills:
- 2+ years of production support experience preferably within the Banking or Financial Service industry.
- Technical Skills: Experience with UNIX commands in debugging, SQLs and Bash/Python scripting.
- Previous experience on supporting FIX protocol and APIs is a must.
- Strong technical understanding of Linux/Java based systems with exposure to Cloud Technology and DevOps utilities.
- Good knowledge of monitoring, visualization and scheduling tools like Grafana, Prometheus, Control-M, ITRS Geneos, Dynatrace or similar utilities.
- Service oriented with strong Incident handling & troubleshooting skills. ITIL certification preferred.
- Excellent written and verbal communication skills (English). Ability to communicate with different Stakeholders and interfacing teams in a clear and concise manner.
- Required experience in supporting Trading System (OMS/EMS) with exposure to Equities, Derivatives, FX or Cryptocurrency Trading domain.
- Must be able to work under high pressure, handle multiple priorities, result-driven with attention to details and deliver to demanding deadlines.
- Self-starter and able to quickly pick up new concepts, business areas and technologies.
- Open to shift work and weekend support.
Questions about this role
What is the remote work policy for this role?
This role is designated as hybrid, meaning it involves a combination of in-office and remote work.
What level of experience is required for this position?
Candidates should have at least two years of production support experience, ideally within the banking or financial service industry, with a focus on supporting trading systems.
How should I apply for this role?
The job posting does not specify an application method, but typically applications are submitted through the company's career portal or a linked job board.