Support Engineer Manager APAC (Web3)

About the client: 

By accelerating data propagation, their products enable faster trading, better execution, and more efficient networks. Its products include low-latency Trader APIs, MEV protection, and block streaming tools used by leading trading firms, validators, and DeFi protocols. With millions of transactions relayed daily, our client is a trusted infrastructure for the world’s most competitive traders.

Our client is seeking a highly motivated and customer-focused Support Engineer to work directly with our support team. In this role, you will help to resolve technical issues, assisting users with product-related problems, and ensure a smooth and positive experience. You will collaborate with cross-functional teams, including engineering and business, to resolve issues and improve product functionality.

Responsibilities

●  Provide first-line support to customers in the APAC region

●  Troubleshoot and resolve issues by working with the DevOps and Engineering teams

●  Help users with basic maintenance and issue resolution

●  Spot service issues and quality gaps across different blockchains

●  Clarify quality expectations from the Dev and Product teams

●  Use data to suggest improvements and support overall service quality

Requirements

●  Minimum of 2 years of experience as Support Engineer

●  Fully remote, based in Asia, cover Asia time zone and flexible with work arrangements

●  Fluent in both English and Mandarin

●  Linux experience

●  AWS experience

●  Knowledge and experience with blockchain and crypto technology

●  Good understanding of crypto industry in APAC region is a plus

●  Excellent presentation skills, ability to simplify technical data into crystal clear ideas