Application Support Engineer (US)

About the role

This role focuses on ensuring the continuous operation and stability of Crypto.com's trading exchange environments. You will be responsible for providing expert-level support for both production and demo systems, which includes monitoring performance, executing daily operational processes like contract scheduling and settlements, and performing incident management from triage to root cause analysis. The goal is to maintain high system availability and application stability for a global cryptocurrency platform serving over 150 million customers.

A key part of this position involves acting as a technical point of contact for various partner channels, including FCMs, trading service providers, and market makers. You will address partner inquiries and incidents through established communication channels. Additionally, you will contribute to change and release processes by assisting with version upgrades, deployments, and validation, working closely with Development and QA teams to ensure smooth transitions and reliable system updates.

Success in this role means consistently delivering operational excellence through effective incident resolution, performance tuning, and process improvement. You will be expected to maintain and update operational documentation, ensure clear shift handovers, and actively participate in automating workflows. Collaboration with various internal teams, including Development, QA, and Infrastructure, is essential for resolving cross-functional issues and supporting critical business initiatives.

The listed salary for this full-time Application Support Engineer position ranges from $75,000 to $125,000 USD.

Skills that matter here

• SQL: You will use SQL to work with relational databases, likely for investigating data and troubleshooting issues within the trading platforms.
• APIs: Familiarity with APIs is needed for troubleshooting integrations and understanding how different systems communicate within the trading environment.
• Linux: You will use Linux command-line tools to inspect logs, processes, and system behavior for troubleshooting and monitoring.
• Python: Basic scripting with Python may be used for automation and streamlining operational workflows.
• Bash: Basic scripting with Bash may be used for automation and streamlining operational workflows.
• AWS: Familiarity with AWS indicates that the trading environments or related infrastructure may be hosted in the cloud.

Who this role suits

• A person with 2-5 years of experience supporting production software applications, especially in trading platforms or real-time transactional environments.
• Someone who thrives in an SLA-driven environment and possesses strong technical troubleshooting and incident management skills.
• An individual who can clearly communicate complex technical issues to both technical and non-technical stakeholders.
• A candidate willing to work occasional nights and weekends to support the demands of a global trading environment.

From the employer

• Partner Support: Serve as a technical point of contact for partner channels, including FCMs, trading service providers, and market makers. Respond to partner questions and incidents through established communication channels, including Slack and Teams.
• 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.

• 2–5 years of experience supporting production software applications, technical platforms, integrations, partner-facing systems, client-facing operations, trading support, or market monitoring role.
• Experience with trading platforms, prediction markets, exchanges, or real-time transactional environments.
• Hands-on experience with SQL and relational databases.
• Familiarity with APIs, webhooks, data feeds, and log/metrics investigation tools for troubleshooting integrations.
• Strong technical troubleshooting and incident-management skills in an SLA-driven environment.
• Excellent written and verbal communication skills, including explaining complex issues clearly to non-technical stakeholders.
• Willingness to occasionally work nights and weekends.
• Nice to have: Experience working with B2B partners or institutional clients in a fast-paced environment; Familiarity with Linux command-line tools for inspecting logs, processes, and system behavior; Exposure to financial/messaging protocols (e.g., FIX, REST, WebSockets, Kafka); Basic scripting or automation experience using Python or Bash; Experience with monitoring/observability tools (e.g., Grafana, Splunk, Zabbix); Familiarity with cloud environments, including AWS.

• 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 set-up
• Aspire career alternatives through us. Our internal mobility program can offer employees a diverse scope.