Backend Production Support Engineer

About the role

As a Backend Production Support Engineer at Crypto.com, you will focus on improving software reliability across various projects. Your primary responsibilities will include executing integration tests, providing L3 support, and collaborating with cross-functional teams to resolve production issues in a timely manner.

You will work closely with the Site Reliability Engineering (SRE) team to establish effective monitoring systems and ensure system performance. Success in this role involves being proactive in identifying issues and efficiently managing production change processes while maintaining strong communication with both technical and non-technical stakeholders.

The salary range for this position is between $75,000 and $125,000, reflecting competitive compensation for the role.

Skills that matter here

• AI: You will leverage AI technologies to enhance system capabilities.
• Golang: Golang will be used to develop and support backend services.
• SQL: SQL skills are essential for managing and querying databases.
• monitoring systems: Experience with monitoring systems will help in establishing effective alerting mechanisms.
• shell scripting: Shell scripting will be utilized for automation and system management tasks.
• Linux: Linux knowledge is required for managing the production environment.

Who this role suits

• You have a background in application or technical support with 3-5 years of experience.
• You are detail-oriented and possess strong analytical skills, allowing you to proactively identify and resolve issues.
• You work well under pressure and can multitask across various projects.
• You communicate effectively with both technical and non-technical stakeholders, and are fluent in English, Mandarin, and Cantonese.

From the employer

Job Duty and Responsibility:

1. Integration Testing

a. Refine and execute integration tests to ensure the robustness and reliability of the software.

b. Build close relationships with different operation teams to continuously improve operational efficiency.

2. L3 Support and Problem Resolution

a. Act as the key technical contact for identifying, investigating, and resolving production issues in both cryptocurrency and derivatives trading systems.

b. Participate in the daily work of the PS team. Actively receive and handle issues submitted by users, and address their requirements promptly.

c. Leverage a deep understanding of upstream and downstream services in cryptocurrency and derivatives trading to swiftly diagnose issues and drive resolution in collaboration with cross-functional teams.

d. Regularly organize and analyze the encountered problems, transform them into business requirements, and submit them to the Project Manager (PM) and developers (dev) to improve and optimize our products.

3. System Reliability and Maintenance

a. Collaborate with the SRE team to formulate reasonable monitoring and alerting mechanisms.

b. Provide system upgrade and optimization plans to enhance system performance and reliability.

c. In the event of a system failure, coordinate with the infra team, SRE team, and other relevant teams to identify and troubleshoot the problem, aiming to minimize downtime and the impact on users.

4. Owner of production change management

a. Take ownership of change management processes, covering backend service releases, configuration changes, and other production-related modifications.

b. Develop SOP for the above processes.

5. Timezone and Work Time Shift

a. Work mostly in HKT timezone.

b. This role may require the handover/work with the operation support team in the EST time zone.

Requirements:

• 3-5 years of experience in application or technical support.
• Experience with AI usage, shell scripting, Golang, and SQL technologies.
• Familiar with monitoring systems and logging systems (e.g. Datadog, Sumologic, OpenTelemetry).
• Strong analytical skills and the ability to proactively identify issues before they escalate.
• Detail-oriented with strong ownership of work and the ability to multitask across simultaneous projects.
• Demonstrate a proactive and solution-oriented mindset with a strong sense of ownership.
• Excellent communication and interpersonal skills to engage both technical and non-technical stakeholders.
• Proficiency in both written and spoken English and Mandarin; Fluent in Cantonese.

Benefits:

• Competitive salary.
• Attractive annual leave entitlement including: birthday, work anniversary.
• 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.
• Work Perks: crypto.com visa card provided upon joining.