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 blockchain infrastructure. The engineer will manage pre-production and staging environments, lead incident triage, perform deep-dive root cause analysis, and manage 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 AI for innovation in support. The engineer will apply hands-on AI experience to develop tools and agents that automate repetitive support tasks, streamline triage processes, and enhance reporting. This transformation aims to improve efficiency and responsiveness within the support framework.

The successful candidate will also be responsible for technical research related to Web3 and blockchain. This includes staying updated on supported blockchains and decentralized applications (DApps), and possessing the ability to technically deconstruct new blockchain technologies to assess their impact on supportability and product offerings.

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

Skills that matter here

• AI: This role requires hands-on experience using AI/LLMs to automate workflows and infrastructure monitoring, transforming support processes.
• Blockchain: The position involves maintaining blockchain infrastructure, researching updates on supported blockchains and DApps, and evaluating their supportability.
• Rust: Knowledge of Rust is beneficial for this role, as it is one of the programming languages relevant to the technical environment.
• Python: Knowledge of Python is beneficial for this role, as it is one of the programming languages relevant to the technical environment.
• Node.js: Knowledge of Node.js is beneficial for this role, as it is one of the programming languages relevant to the technical environment.
• Golang: Knowledge of Golang is beneficial for this role, as it is one of the programming languages relevant to the technical environment.

Who this role suits

• Someone with a 'Support Nature' mentality, driven to investigate the deep root cause of issues.
• An individual with a perfectionist's streak regarding system stability and a commitment to preventing issues from resurfacing.
• A person with strong communication skills, capable of translating complex technical issues for both end-users and engineering teams.
• A candidate who is proactive in keeping abreast of new technologies, particularly within the blockchain and DApp space.

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.