Senior Technical Support Engineer

WOO operates a centralised exchange WOO X and a decentralised platform WOOFi, democratising access to top-tier liquidity and exceptional trading execution while keeping costs competitive. Our native token, $WOO offers token holders a unique position to participate, engage, and maximise the benefits of both the DeFi and CeFi ecosystem. Our team of highly-selected 170 employees is located in 12 cities worldwide 🚀

Our vision is to inspire confidence, higher performance, and joy in every user. We have a mission to provide the best liquidity on the best terms. We compete not just on price execution but also on integrity, user experience, innovative tools, and global opportunities. 

About the opportunity:

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:

• Providing timely and accurate feedback to customers (toB and toC) or client service team on the issues/enquiries that require technical knowledge. 
• 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. 
• Classifying the urgency of the issues, and escalating to the teams that require to be involved.
• 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. 
• 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 and DeFi. 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:

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

Getting the job

We're actively seeking talented individuals to join our team outside of our typical hiring schedule. This proactive approach allows us to connect with exceptional candidates like you even before specific positions become available.

On average, successful candidates go through five rounds of interviews and tests. Our hiring process begins by meeting with our People Team, who help facilitate the process of placing you in your new role. You can expect to share your experience and ideas in online video interviews with our hiring team, made up of management and potential new colleagues.

Submitting your resume now ensures that you're first in line when new opportunities arise. By doing so, you'll have a head start in the selection process and get a chance to showcase your skills and experience.

Get started on your application here!