Job Overview and Responsibilities

Job Overall

• Salary: Competitive
• Location: China, Taiwan, Hong Kong, Singapore
• Time zone: Flexible
• Employment type: Full-Time
• Department: Engineering
• Level: Senior
• Mandarin (Fluent)

Overview

We're a decentralized exchange protocol and modular ecosystem on NEAR, offering a permissionless platform with an on-chain order book, risk engine, matching engine, and shared asset pools. Dapps on the Orderly Network support financial instruments like Spot Trading, Margin Trading, Perpetual Swaps, and Lending & Borrowing.

Job responsibilities

• As part of the technical support team, your role will involve serving as Level 2 support, ensuring prompt and accurate responses to technical inquiries from both business-to-business (B2B) and business-to-consumer (B2C) customers or the client service team. This includes investigating technical issues raised by clients, conducting thorough analysis using logs, providing appropriate recommendations for issue resolution, and compiling detailed reports. Additionally, in the event of a service incident, you will be tasked with determining the urgency of the issues and escalating them to the relevant teams.
• Acting as a liaison between clients and internal teams, you will also play a role in educating and supporting client services teams to enhance client responsiveness. This involves documenting workarounds for known technical issues and establishing a framework for documenting product changes. Furthermore, you will convey client feedback to the internal teams, gathering context information on issues, recording it in Jira, and forwarding it to the Development Team for further analysis or bug fixes.
• Operating in a dynamic and constantly evolving industry, maintaining our competitive edge necessitates a high level of engagement and enthusiasm. Crafting impactful content demands critical thinking and organization, with team members expected to function autonomously in a results-oriented environment. Effective communication skills are vital, as you will engage in numerous micro-interactions with industry partners, thought leaders, and community members throughout the process.

Key Requirements

These are the minimum requirements a candidate must meet to be considered for this role.

• Operating within a dynamic and intricate industry that continually evolves, maintaining our competitive edge demands high levels of engagement and dedication. Generating impactful content necessitates critical thinking and organizational skills, with team members expected to function autonomously in a results-oriented environment.
• Your communication abilities will be tested as you engage in numerous micro-interactions with industry partners, thought leaders, and community members.
• As a support engineer, effective communication and collaboration constitute a significant portion of your daily activities. We utilize various channels for both internal and external communication, including JIRA, Zendesk, and Telegram.
• In addition to documentation tasks, proficiency in development is also essential. You will guide our clients in implementing their trading programs with our API, requiring proficiency in at least one programming language (such as C++, Java, Python, JavaScript, etc.), and familiarity with RESTful and WebSocket protocols.
• Regarding monitoring and troubleshooting tools, including, but not limited to, Linux Shell Script, SQL, ELK (Kibana), and Grafana, we encourage your involvement in enhancing support tools for both internal and external clients.

Why You Should Apply This Position

• Full-time position with competitive salary commensurate with experience and valuable company within the industry
• Full-time remote position available
• Chance to play a pivotal role and advance your career at a rapidly growing, worldwide technology firm in an emerging sector
• Enjoy a flexible work environment with ample opportunities for growth and development