Responsibilities:

• Provide technical support and handle urgent escalation from high profile institution customers for API trading related issues in a production environment with high-volume transactions.
• Strong collaboration, communication and interaction with all stakeholders including customers, product manager, developer and management team.
• Work closely with product and developer teams in global offices, participate and follow up in iteration, release and roadmap planning timely.
• Very flexible with capability to prioritize multiple incidents and deadlines to facilitate well in a fast-paced, rapidly evolving organization.
• High responsibility in continuous improvement in service quality and efficiency.
• Ability to provide coaching, training, identification, optimization and documentation of the customer or business support processes.

Requirements:

• Experience in providing technical support or using Exchange APIs. Programming experience is a good plus. 
• 4-8+ years of experience in similar roles - e.g. Technical Support Engineer, SL3 Engineer, Application Owner, etc.
• Must have strong capabilities to identify, analyze and resolve problems logically and systematically.
• 3+ years Unix/Linux with shell scripting, etc.
• 2+ years database experience (Oracle, MySQL).
• 2+ years Web or App related project support experience with HTTP protocol, JavaScript, RESTful, Json, Web Service, TCP/IP, Linux/Unix.
• Understanding of software development methodologies and coding standards.
• Experience with software application debugging and troubleshooting.
• Familiar with technical support process and escalation management.
• Passionate with technical support to solve complicated customer issues.
• Ability to present or speak fluently to engineers, product manager and customers.
• Bachelor/ Master degree in Computer Science, Math or related scientific disciplines.
• Background in Software Development is a plus.