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.