Technical Support Engineer - UK

Technical Support Engineer/SRE

The Technical Support Engineer/SRE is responsible for owning and resolving client incident and request cases, throughout the entire lifecycle of each case. It includes documenting and advising our clients on how to best install, configure, deploy, connect and use DA products and maintain utmost uptime for DA's online services. The primary objective is to provide DA clients with a great experience when using/learning our products.

Responsibilities:

• Triages complex software products and applications technical and business flow issues and provide assistance to customers, as part of a global team of Support Engineers and SREs
• Prioritizes and resolves incidents and requests raised by external and internal clients
• Documents issue resolutions and FAQs not found in our official products documentation
• Properly escalates unresolved issues to appropriate internal L3/L4 engineering/developer teams
• Participates in the global team's scheduled 24x7x365 on-call rotation to provide support coverage during non-business hours and weekends.

Requirements:

• Bachelor's degree in computer science, engineering or related discipline (or equivalent technical training and/or work experience)
• Preferred minimum 3 years of experience as a Dev Ops Engineer, SRE, Developer, App Support Engineer or similar technical role, preferably at a fintech, Crypto/Blockchain startup or financial institution, where familiarity with resolving issues in the entire stack was a must
• Technical Skills – Strong understanding and hands on experience in setting up infrastructure and deploying apps securely in cloud environments (Amazon, GCP, Azure) using Kubernetes and Docker
• Experience developing commercial applications using Java, Java script, Python or Scala. Exposure to developing smart contract distributed apps using Functional programming or the Daml SDK will be a big plus.
• Experience using and administering databases, particularly SQL, PostgreSQL and/or Oracle
• Good understanding of networking protocols/firewalls and cloud computing environments
• Experience in packaging and deploying applications
• Ability to diagnose and troubleshoot technical issues (e.g., analyzing problems, testing solutions, and recommending changes)
• Familiarity with configuring and using Operating Systems (Linux/Windows/MacOS)
• Familiarity with connecting and configuring nodes on public blockchain networks and managing distributed apps/ledgers on these networks (Ethereum, Solana, Canton Network)
• Familiarity with connecting and using wallets to mint/burn/transfer/hold crypto tokens
• Experience with deploying and configuring services on Cloud Environments (AWS, GCP, Azure), and using Containerization/Orchestration tools (Docker, Kubernetes)
• Familiarity with using support third party tools (e.g. Salesforce, Jira, Confluence, Datadog, Jaeger, Github, Grafana, etc..) is a strong plus
• Communication Skills – Ability to effectively interact with clients, colleagues and other stakeholders and use excellent verbal, written and listening skills to explain technical concepts.
• Problem-solving Skills – Able to identify and understand issues across the technology stack and develop solutions to fix them. Ability to research and analyze software problems, identify potential solutions and implement them. Strong attention to detail and ability to be hands-on.
• Customer service skills – Ability to maintain a supportive and calmative approach to answer client questions, solve problems and provide solutions in a pressure situation with clients during production outage situations.
• Continuous Learning – in the use and troubleshooting of DA products and DA developed support tools; in the use and troubleshooting of third-party products and services typically used in conjunction with DA products; and in using third-party tools used at DA
• Ability to work as a self-starter, with high energy, initiative and confidence, in a fast-paced, change-oriented environment
• Experience in working in a Financial Services environment and familiarity with Financial asset types and/or experience gained in the crypto industry is a plus

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