Technical Support Engineer / SL3 Application Owner - Remote

Overview

Binance is a leading global blockchain ecosystem behind the world’s largest cryptocurrency exchange by trading volume and registered users. We are trusted by over 250 million people in 100+ countries for our industry-leading security, user fund transparency, trading engine speed, deep liquidity, and an unmatched portfolio of digital-asset products. Binance offerings range from trading and finance to education, research, payments, institutional services, Web3 features, and more. We leverage the power of digital assets and blockchain to build an inclusive financial ecosystem to advance the freedom of money and improve financial access for people around the world.

In Short

• Provide technical support and handle urgent escalations from customers in a high-traffic production environment.
• Collaborate with stakeholders including customers, product managers, and developers.
• Analyze service ticket data and draft Root Cause Analysis (RCA) reports.
• Work closely with product and developer teams globally.
• Prioritize multiple incidents and deadlines in a fast-paced environment.
• Focus on continuous improvement in service quality and efficiency.
• Provide coaching and training on customer support processes.

Requirements

• 4-8+ years of experience in technical support roles.
• Strong problem identification and resolution skills.
• 3+ years of experience with Unix/Linux and shell scripting.
• 2+ years of experience with databases like Oracle and MySQL.
• 2+ years of experience in web or app project support.
• Understanding of software development methodologies.
• Experience with software application debugging.
• Familiarity with technical support processes.
• Ability to communicate effectively with engineers and customers.
• BS/MS in Computer Science or related fields.

Benefits

• Opportunity to work in a leading blockchain company.
• Collaborative and innovative work environment.
• Flexible working arrangements.
• Professional development opportunities.