Application Support Engineer

About the role

This role focuses on ensuring the continuous availability and performance of Crypto.com's Nadex trading exchange, which handles derivatives and prediction markets. The engineer will provide expert-level support for both production and demo environments, managing daily operations like contract scheduling and settlement. Success in this position means maintaining system stability and application performance through diligent monitoring and proactive problem-solving.

A key aspect of the work involves incident and problem management, where the engineer will troubleshoot issues, drive their resolution, and contribute to root cause analysis. This includes monitoring application and system performance to identify bottlenecks and implement tuning recommendations. The role also supports version upgrades and deployments, requiring close collaboration with development and QA teams to ensure smooth releases.

Beyond immediate support, the engineer will contribute to process improvement and automation, investigating and implementing tools to streamline operational workflows. This involves maintaining clear documentation and facilitating seamless shift handovers. The position requires interaction with various internal teams and external partners, responding to queries and resolving cross-functional issues to support business-critical initiatives.

The listed salary range for this role is between $70,000 and $110,000 USD per year.

Skills that matter here

• Linux: A strong working knowledge of Linux server operating systems is essential for managing and supporting the trading environments.
• Bash: Proficiency in Bash scripting is required for automation and streamlining operational workflows.
• Python: Python scripting skills are needed for automation and improving operational processes.
• SQL: Hands-on experience with SQL and relational databases is necessary for managing and querying data within the trading systems.
• Grafana: Familiarity with Grafana is beneficial for monitoring application and system performance.
• AWS: Working knowledge of AWS services like EC2, CloudWatch, and S3 is valuable for managing cloud-based infrastructure.

Who this role suits

• Someone with at least five years of experience supporting mission-critical production software applications.
• An individual who thrives in fast-paced, high-stakes environments and takes personal ownership of operational excellence.
• A candidate with strong problem-solving and technical troubleshooting abilities, comfortable with incident management processes.
• A proactive and detail-oriented person who can communicate effectively with technical and non-technical stakeholders.

From the employer

• Production Support & Monitoring — Provide expert-level remote management, administration, and support for Production and Demo trading exchange environments, ensuring system availability and application stability.
• Daily Operations — Execute and monitor daily operational processing, including contract scheduling, settlement of expired contracts, and end-of-day/start-of-day procedures.
• Incident & Problem Management — Triage, troubleshoot, and drive resolution of production incidents. Follow defined escalation procedures and contribute to root cause analysis and post-incident reviews.
• Performance Tuning — Monitor application and system performance, identify bottlenecks, and implement tuning recommendations to maintain optimal exchange operations.
• Change & Release Support — Assist with version upgrades, deployments, and release validation in coordination with Development and QA teams.
• Shift Handover & Documentation — Maintain and update runbooks, SOPs, and operational documentation. Ensure seamless shift handovers with clear status communication.
• Process Improvement & Automation — Participate in the investigation, implementation, and operation of tools and scripts to automate, streamline, and continuously improve operational workflows.
• Collaboration — Work closely with Development, QA, Infrastructure, and partner teams to resolve cross-functional issues and support business-critical initiatives.
• Partner Support — Monitoring of our multiple partner channels covering FCMs, TSPs, and Market Makers and responding to any queries raised in Slack or Teams effectively and efficiently.

• 5+ years of experience managing or supporting mission-critical production software applications.
• Strong working knowledge of Linux server operating systems.
• Proficiency in scripting and automation — Bash and/or Python.
• Hands-on experience with SQL and relational databases.
• Demonstrated incident management and technical troubleshooting skills.
• Solid understanding of escalation procedures and SLA-driven environments.
• Excellent interpersonal, verbal, and written communication skills.
• Strong attention to detail and a proactive, ownership-driven mindset.
• Willingness to occasionally work nights and weekends.

Preferred Qualifications

• Background in financial services, fintech, or regulated exchange environments.
• Knowledge or experience of options and futures trading markets.
• Knowledge or experience of prediction markets and sports.
• Experience with FIX protocol and trading system applications.
• Familiarity with monitoring and observability tools — Grafana, Zabbix, Splunk, Logic Monitor.
• Experience with messaging and middleware systems — Kafka, AMQ, Tomcat.
• Working knowledge of high availability systems and clusters.
• Hands-on experience with AWS (EC2, CloudWatch, S3, etc.).
• Experience with change and release management processes.
• Exposure to SFTP / file transfer workflows and monitoring.

• Competitive salary
• Attractive annual leave entitlement including: birthday, work anniversary
• 401(k) plan with employer match
• Eligible for company-sponsored group health, dental, vision, and life/disability insurance
• Work Flexibility Adoption. Flexi-work hour and hybrid or remote set-up
• Aspire career alternatives through us. Our internal mobility program can offer employees a diverse scope.