Backend Production Support Engineer

Founded in 2016, Crypto.com serves more than 150 million customers and is the world's fastest growing global cryptocurrency platform. Our vision is simple: Cryptocurrency in Every Wallet™. Built on a foundation of security, privacy, and compliance, Crypto.com is committed to accelerating the adoption of cryptocurrency through innovation and empowering the next generation of builders, creators, and entrepreneurs to develop a fairer and more equitable digital ecosystem.

We are a team to design, develop, maintain, and improve software for various ventures projects, i.e., projects that are adjacent to our core businesses and are bootstrapped fast with a lean team. You will be actively involved in the design of various components behind scalable applications, from frontend UI to backend infrastructure.

Work mostly in HKT timezone. This role may require the handover/ work with the operation support team in the EST time zone.

Responsibilities

• Refine and execute integration tests to ensure the robustness and reliability of the software.
• Build close relationship with different operation team to continuously improve the operation efficiency
• Act as the key technical contact for identifying, investigating, and resolving production issues in both cryptocurrency and derivatives trading systems. This involves troubleshooting and root cause analysis of issues, and tracking following actions to fix issues.
• Participate in the daily work of the PS team. Actively receive and handle issues submitted by users, and address their requirements promptly.
• Leverage a deep understanding of upstream and downstream services in cryptocurrency and derivatives trading — covering onboarding, pricing, and trading flows — to swiftly diagnose issues and drive resolution in collaboration with cross-functional teams.
• Regularly organize and analyze the encountered problems, transform them into business requirements, and submit them to the Project Manager (PM) and developers (dev) to improve and optimize our products.
• Collaborate with the SRE team to formulate reasonable monitoring and alerting mechanisms. By leveraging monitoring tools and techniques, identify potential issues in the production environment as early as possible to prevent system failures.
• Provide system upgrade and optimization plans to enhance system performance and reliability.
• In the event of a system failure, coordinate with the infra team, SRE team, and other relevant teams to identify and troubleshoot the problem, aiming to minimize downtime and the impact on users.
• Take ownership of change management processes, covering backend service releases, configuration changes, and other production-related modifications.
• Develop SOP for the above processes.

Requirements

• 3-5 years of experience in application or technical support.
• Experience with AI usage, shell scripting, Golang, and SQL technologies.
• Familiar with monitoring systems and logging systems (e.g. Datadog, Sumologic, OpenTelemetry).
• Strong analytical skills and the ability to proactively identify issues before they escalate.
• Detail-oriented with strong ownership of work and the ability to multitask across simultaneous projects.
• Demonstrate a proactive and solution-oriented mindset with a strong sense of ownership.
• Excellent communication and interpersonal skills to engage both technical and non-technical stakeholders.
• Proficiency in both written and spoken English and Mandarin; Fluent in Cantonese.
• Nice to have: Experience in technical support in banking and other financial sectors
• Nice to have: Experience in DevOps, particularly with AWS, Kubernetes, and CI/CD pipelines.
• Nice to have: Solid experience in a Linux environment and relevant support tools.
• Nice to have: Familiarity with exchange platform domain knowledge.
• Nice to have: Proficient in using Jira and Confluence to establish SOPs.
• Nice to have: Quick learner with a demonstrated aptitude for acquiring new technologies.
• Nice to have: Experience managing software on AWS are pluses.

Benefits

• Competitive salary
• Attractive annual leave entitlement including: birthday, work anniversary

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