Blockchain Security AI Application Support Engineer

About the role

This role focuses on ensuring the continuous stability and availability of Crypto.com's production applications and underlying blockchain infrastructure. The engineer will manage pre-production and staging environments, lead incident triage, perform root cause analysis, and oversee post-resolution follow-ups to prevent recurring issues. A key responsibility also includes coordinating disaster recovery testing and improving monitoring tools.

A significant aspect of this position involves leveraging artificial intelligence. The engineer will apply hands-on AI experience to develop tools and agents designed to automate repetitive support tasks, streamline triage processes, and enhance reporting. This transformation of support functions through AI innovation is central to the role's objectives.

Candidates should possess a "Support Nature" mentality, driven by a desire to investigate the deep root causes of issues and maintain system stability. The role requires strong communication skills to translate complex technical issues for both end-users and engineering teams, ensuring clear updates for users and detailed data for engineers to facilitate quick fixes. Continuous learning about new blockchains and DApps is also expected.

The salary range for this full-time remote position is between $75,000 and $125,000 USD.

Skills that matter here

• AI: This role requires hands-on experience using AI/LLMs to automate workflows, infrastructure monitoring, and transform support processes.
• Blockchain: The position involves ensuring the stability of blockchain infrastructure, staying updated on supported blockchains and DApps, and deconstructing new ones to assess supportability.
• Rust: Knowledge of Rust is beneficial as one of the programming languages used in the company's technical stack.
• Python: Knowledge of Python is beneficial as one of the programming languages used in the company's technical stack.
• Node.js: Knowledge of Node.js is beneficial as one of the programming languages used in the company's technical stack.
• Golang: Knowledge of Golang is beneficial as one of the programming languages used in the company's technical stack.

Who this role suits

• A person with a strong drive to investigate and resolve the root causes of technical issues, aiming for perfect system stability.
• Someone with prior experience in application support, who can effectively manage and improve production environments.
• An individual skilled in using AI and large language models to automate tasks and enhance operational efficiency.
• A communicator who can clearly explain complex technical problems to both non-technical users and engineering teams.

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.
• 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.
• Nice to Have:
• Blockchain/Web3 technical depth with hands-on experience writing/deploying DApps in Solana or EVM. Practical experience with staking across blockchains.

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.