Software Support Engineer

About Digital Asset

Digital Asset assists companies across various industries of all sizes in bringing distributed applications to market faster and ensuring their longevity. At the core of our services is DAML, an open-source smart contract framework that allows developers to write applications once and then deploy them anywhere. This innovative technology supports smart contract platforms on the Canton Network.

We collaborate with some of the world's largest companies to leverage smart contracts, a key component of distributed ledger technology (DLT), to revolutionize the development, deployment, and usage of applications aimed at solving real-world business problems.

Digital Asset operates globally, with offices in various locations such as New York, London, Budapest, Zurich, Hong Kong, and Sydney.

As we expand our team, we remain dedicated to a dynamic, collaborative, and pragmatic working approach that has been pivotal since our inception. This position presents an excellent opportunity for individuals who seek to devise solutions that push the boundaries of conventional thinking.

The Opportunity

The Digital Asset Enterprise Support Team serves as the primary point of contact for our global customers, many of whom operate critical financial infrastructures. We support them in building robust solutions and ensuring uninterrupted operation 24/7, 365 days a year. This role offers an opportunity to become a subject matter expert (SME) in Digital Asset's products, particularly DAML, as well as the third-party products used by our clients. We troubleshoot complex issues for customers, collaborate with product and engineering teams to enhance products based on customer feedback, and contribute to ongoing product improvements.

Team members are distributed across different regions, including the US, Hungary, Hong Kong, and Australia, and follow a follow-the-sun support model through overlapping shifts.

As a Software Support Engineer, you will continuously learn, document, and guide clients on best practices for installing, configuring, deploying, connecting, and utilizing Digital Asset products. Along with enhancing your own expertise, you will lead the resolution of client field issues internally. You will collaborate extensively with internal developer/engineering teams and product teams to address escalated tickets, stay updated on new product features, and offer insights into product enhancement roadmaps based on field experiences, with the primary focus on delivering a superior client experience.

Key Responsibilities

• Evaluate and troubleshoot intricate software issues to provide technical guidance to clients.
• Prioritize and resolve incidents and requests raised by internal and external stakeholders.
• Document issue resolutions and provide detailed FAQs beyond official product documentation.
• Escalate unresolved issues effectively to the appropriate internal teams.
• Contribute to scheduled on-call rotations for support coverage during non-business hours.

Key Criteria

• Hold a Bachelor’s degree in computer science, engineering, or a related discipline, or possess equivalent technical training/experience.
• Possess over 3 years of experience in roles such as Technical Support Engineer, Developer, or similar technical positions.
• Technical Skills: demonstrate proficiency in areas like computer hardware/software, networking, security, and related technical competencies, including expertise in commercial application development using Java, JavaScript, Python, or Scala.
• Communication Skills: effectively engage with clients, team members, and stakeholders by articulating technical concepts clearly through verbal, written, and listening skills.
• Problem-solving Skills: capable of identifying and resolving software issues, conducting thorough research, analyzing problems, and proactively implementing solutions with meticulous attention to detail.
• Customer Service Skills: maintain a supportive and composed demeanor, particularly when addressing client queries and resolving issues during critical production outages.
• Exhibit continuous learning mentality in mastering Digital Asset's products, support tools, third-party products and services, and relevant tools.
• Demonstrate self-starter capabilities, adaptability to change, and enthusiasm to work in a fast-paced environment.
• Experience in the Financial Services sector and familiarity with financial assets types are advantageous.

If you believe you have the potential to excel in this role, don't hesitate to apply even if you may not meet all qualifications upfront, as we value your unique skills and perspective.

NO AGENCIES, PLEASE!