Blockchain Security AI Application Support Engineer

About the role

This role focuses on ensuring the continuous availability and stability of Crypto.com's production applications and blockchain infrastructure. The engineer will manage pre-production and staging environments, lead incident response, perform root cause analysis, and coordinate disaster recovery efforts. A key aspect is the continuous improvement of monitoring tools and processes to prevent recurring issues.

A significant part of this position involves leveraging artificial intelligence to transform support operations. The engineer will apply hands-on AI experience to develop tools and agents that automate repetitive support tasks, triage processes, and reporting. This initiative aims to enhance efficiency and reduce manual effort in day-to-day support activities.

The successful candidate will also be responsible for staying current with updates to supported blockchains and decentralized applications (DApps). This includes technically deconstructing new blockchain technologies or DApps to assess their impact on supportability. The role demands strong communication skills to bridge the gap between end-users and the engineering team, providing clear updates while delivering detailed technical data to engineers for quick resolutions.

The annual salary for this position ranges from $75,000 to $125,000.

Skills that matter here

• AI: This role uses AI and LLMs to automate support workflows, infrastructure monitoring, and repetitive tasks.
• Blockchain: The engineer will support blockchain infrastructure, research new DApps, and have hands-on experience with deploying DApps on Solana or EVM.
• Web3: The position requires technical depth in Web3, including practical experience with staking across various blockchains.
• Rust: Knowledge of Rust is beneficial for this role, as it is one of the programming languages relevant to the work.
• Python: Knowledge of Python is beneficial for this role, as it is one of the programming languages relevant to the work.
• Node.js: Knowledge of Node.js is beneficial for this role, as it is one of the programming languages relevant to the work.

Who this role suits

• A person with a "support nature" who is driven to investigate deep root causes.
• Someone with a perfectionist's streak regarding system stability and uptime.
• An individual who can distill complex technical issues into clear, empathetic updates for users.
• A candidate capable of providing detailed root-cause data to engineers to expedite fixes.

From the employer

Key Responsibilities:

• Production Excellence & Stability
• Guardian of Uptime: Take primary responsibility for ensuring the stability and availability of our production applications and blockchain infrastructure.
• Environment Management: Oversee pre-production and staging environments to ensure seamless delivery.
• Incident & Problem Management: Lead the triage of application alerts, conduct deep-dive root cause analysis (RCA), and manage post-resolution follow-ups to ensure issues never resurface.
• Disaster Recovery: Coordinate DR testing, audits, and continuous improvement of monitoring tools and processes.
• AI & Automation Innovation
• Support Transformation: Apply hands-on AI experience to build tools and agents that automate repetitive support tasks, triage, and reporting.
• Technical (Web 3 and Blockchain) Research
• Proactively keeping abreast with updates on supported blockchains and DApps and demonstrating a sharp ability to technically deconstruct new blockchains or DApps as required to evaluate their impact of supportability on our product.

Requirements:

• "Support Nature" mentality with an innate drive to investigate the deep root cause of issues and a perfectionist’s streak regarding system stability.
• Past job experiences in supporting applications.
• Hands-on experience in using AI/LLMs to automate workflows, or infrastructure monitoring.
• Blockchain/Web3 technical depth with hands-on experience writing/deploying DApps in Solana or EVM. Practical experience with staking across blockchains.
• Strong communication to bridge between end-users and the engineering team such as ability to distill complex application/blockchain/DApps issues into clear, empathetic updates for users, while simultaneously delivering root-cause data to engineers to expedite fixes.
• Degree in Computer Science or Engineering or Information Technology or similar discipline.
• Knowledge in programming languages such as Rust or Python or Node.js or Golang.

Benefits:

• Competitive salary
• Medical insurance package with extended coverage to dependents
• 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.