Summary

We are looking for a Technical Support Engineer (L2/L3) who can join us along this mission and vision. You’ll become an integral part of the Tech Support team, which is a dedicated group of tech enthusiasts who thrive on providing top-notch assistance to our valued customers. Interested? Keep on reading!

What you’ll be working on:

1. Providing timely and accurate feedback to customers (toB and toC) or client service team on the issues/enquiries that require technical knowledge. 
2. Investigating the technical issues raised by clients, performing analysis by looking into the logs, providing proper recommendations to handle the issue and producing the report of the issue. 
3. Classifying the urgency of the issues, and escalating to the teams that require to be involved.
4. Contributing to educating or supporting client services teams, to improve the response to client, documenting the work-around of known technical issues. Defining the framework of the documentation process for product changes. 
5. Bringing the client voice to the internal, collecting the context information of the issue, recording that info in Jira, and raising it to the Dev Team for further analysis, or bug fix.

Why work with us: 

Join us in realising our vision in advancing decentralisation, and leading innovation in CeFi. Enjoy work flexibility, a supportive team, and an environment that nurtures your ideas. Plus, expect a performance-based annual bonus for all contributors at WOO 💪

About you:

1. Proven experience in working as a Technical Support Engineer.
2. Excellent communication skills, both verbal and written.
3. Ability to collaborate effectively with internal teams and external clients.
4. Proficiency in using communication platforms such as JIRA, Zendesk, and Telegram.
5. Strong documentation skills for maintaining detailed records of troubleshooting processes and solutions.
6. Development capabilities with a minimum proficiency in one of the programming languages (C++, Java, Python, JavaScript, etc.).
7. Ability to guide clients in implementing trading programs with the company's API.
8. Proficiency in using monitoring and troubleshooting tools, including but not limited to: Linux Shell Script, SQL, ELK (Kibana), Grafana.
9. Fluent English. 

Skills

• C++
• Communications Skills
• Database Management
• Python
• Software Engineering
• SQL
• Team Collaboration