Backend Production Support Engineer

About the role

As a Backend Production Support Engineer at Crypto.com, you will play a critical role in ensuring the reliability of various software systems. This position involves refining integration tests, providing L3 support for production issues, and collaborating with the Site Reliability Engineering (SRE) team to maintain system performance.

You will work in a hybrid environment, primarily in the HKT timezone, while also coordinating with teams in the EST timezone. Success in this role means effectively diagnosing issues, enhancing operational efficiency, and taking ownership of production change management processes.

The salary range for this role is between $75,000 and $125,000, reflecting the competitive nature of the industry.

Skills that matter here

• Golang: This role requires experience in Golang for backend development and support.
• SQL: SQL skills are necessary for database management and troubleshooting.
• AI: Familiarity with AI technologies is required to enhance system capabilities.
• monitoring systems: Experience with monitoring tools is essential for maintaining system reliability.
• shell scripting: Shell scripting skills will aid in automating tasks and processes.
• AWS: Knowledge of AWS is important for managing cloud infrastructure.

Who this role suits

• A detail-oriented individual with strong analytical skills who can proactively identify issues.
• Someone who thrives in a hybrid work environment and can manage multiple projects simultaneously.
• A candidate with excellent communication skills who can engage effectively with both technical and non-technical stakeholders.
• An adaptable team player comfortable working across different time zones.

From the employer

Job Duty and Responsibility:

1. Integration Testing

a. Refine and execute integration tests to ensure the robustness and reliability of the software.

b. Build close relationships with different operation teams to continuously improve operational efficiency.

2. L3 Support and Problem Resolution

a. Act as the key technical contact for identifying, investigating, and resolving production issues in both cryptocurrency and derivatives trading systems.

b. Participate in the daily work of the PS team. Actively receive and handle issues submitted by users, and address their requirements promptly.

c. Leverage a deep understanding of upstream and downstream services in cryptocurrency and derivatives trading to swiftly diagnose issues and drive resolution in collaboration with cross-functional teams.

d. Regularly organize and analyze the encountered problems, transform them into business requirements, and submit them to the Project Manager (PM) and developers (dev) to improve and optimize our products.

3. System Reliability and Maintenance

a. Collaborate with the SRE team to formulate reasonable monitoring and alerting mechanisms.

b. Provide system upgrade and optimization plans to enhance system performance and reliability.

c. In the event of a system failure, coordinate with the infra team, SRE team, and other relevant teams to identify and troubleshoot the problem, aiming to minimize downtime and the impact on users.

4. Owner of production change management

a. Take ownership of change management processes, covering backend service releases, configuration changes, and other production-related modifications.

b. Develop SOP for the above processes.

5. Timezone and Work Time Shift

a. Work mostly in HKT timezone.

b. This role may require the handover/work with the operation support team in the EST time zone.

Requirements:

• 3-5 years of experience in application or technical support.
• Experience with AI usage, shell scripting, Golang, and SQL technologies.
• Familiar with monitoring systems and logging systems (e.g. Datadog, Sumologic, OpenTelemetry).
• Strong analytical skills and the ability to proactively identify issues before they escalate.
• Detail-oriented with strong ownership of work and the ability to multitask across simultaneous projects.
• Demonstrate a proactive and solution-oriented mindset with a strong sense of ownership.
• Excellent communication and interpersonal skills to engage both technical and non-technical stakeholders.
• Proficiency in both written and spoken English and Mandarin; Fluent in Cantonese.

Benefits:

• Competitive salary.
• 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.