Senior Software Support Engineer
About Company Background Our company helps various businesses expedite the market entry of distributed applications and prolong their market presence. Our focus lies in offering DAML, an open-source smart contract framework that empowers developers to code once and deploy anywhere. This framework serves as a crucial component for smart contract platforms on the Canton Network.
We collaborate with some of the largest global corporations to leverage the revolutionary potential of smart contracts within the distributed ledger technology landscape. These smart contracts play a crucial role in reshaping how applications are developed, deployed, and utilized to address real-world business obstacles.
Our company operates internationally with offices in New York, London, Budapest, Zurich, Hong Kong, and Sydney.
Job Opportunity The Enterprise Support Team serves as the primary contact point for our global clientele, a significant portion of whom operate critical financial systems worldwide. With substantial financial stakes involved, we help these clients construct resilient solutions, ensuring their operations run smoothly 24/7, 365 days a year. This role offers an opportunity to become an expert in our products, specifically DAML, as well as our clients' third-party solutions. We assist customers in troubleshooting complex issues and liaise with our product and engineering teams to enhance our offerings based on client feedback.
Our team members are stationed across the US, Hungary, Hong Kong, and Australia, working in integrated shifts following a global support model.
As a Software Support Engineer, you will play a pivotal role in educating and guiding clients on how to efficiently install, configure, deploy, and leverage our products. You will be responsible for managing client escalations and resolutions internally.
Key Duties
- Evaluate complex software issues and offer technical support to clients.
- Prioritize and resolve incidents and requests from both external and internal customers.
- Document problem resolutions and FAQs to enhance product knowledge.
- Escalate unresolved issues to appropriate internal teams in a timely manner.
- Participate in a rotational on-call schedule for support outside of regular business hours.
Requirements
- Bachelor’s degree in computer science, engineering, or equivalent technical background.
- Minimum of 3 years experience in a technical support/engineering role.
- Proficient in computer hardware, software, networking, security, and other related technical competencies.
- Strong proficiency with Java, JavaScript, Python, or Scala for commercial application development.
- Hands-on experience with databases like SQL, PostgreSQL, or Oracle.
- Familiarity with networking schemes, firewalls, and cloud environments.
- Exposure to packaging and deploying applications is advantageous.
- Competency in diagnosing technical issues and offering solutions.
- Proficient in operating systems such as Linux, Windows, or MacOS.
- Knowledge of blockchain technologies like Fabric and Ethereum.
- Experience in deploying and configuring services on AWS, GCP, or Azure.
- Familiarity with Docker, Kubernetes, and other containerization tools.
- Experience using support tools like Salesforce, Jira, Confluence, Github, and more is desirable.
Applicants need to possess strong communication, problem-solving, customer service, and continuous learning capabilities. A confident self-starter who thrives in a fast-paced environment will excel in this role. Accomplishments in the financial services arena and knowledge of financial assets are a plus.
Final Note: Even if you don't meet every qualification listed, we encourage you to apply if you believe you are a suitable candidate for this position.
NO AGENCIES, PLEASE!
Join Our Team This rare opportunity allows you to shape an evolving industry within a team of technological innovators. We are committed to providing equal opportunities and fair pay for all employees.
Accessibility Statement: For any accommodations relating to disabilities during the hiring process, please contact us via email.
Equal Employment Opportunity
As part of our equal opportunity commitment, we believe in fair pay for all employees and provide family-friendly benefits along with flexible work options.
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