Officer, TechOps

PDAX Access Channels. This limited; Pasig; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

PDAX, a leading Philippine crypto exchange, is seeking a TechOps professional to drive proactive issue investigations, cross-team collaboration, and process optimization. You will lead escalations, monitor infrastructure, and improve incident resolution efficiency.

You will analyze incidents, create Jira reports, and coordinate with Engineering, DevOps, CyberSec, and Operations to restore service quickly and reliably.

Qualifications

• 2-4 years of experience in technical support or incident management.
• Strong analytical skills for troubleshooting logs, APIs, and dashboards.
• Experience with Jira ticketing, including detailed bug reports.
• Ability to lead discussions and provide technical insights to stakeholders in cadence meetings.
• Comfort with first-level troubleshooting via scripts, API calls (Postman), or system tools.
• Strong communication to translate findings into actionable insights.
• Experience coordinating escalations with Engineering, DevOps, or Security teams.
• Experience in the crypto space, centralized exchanges, or blockchain.

Responsibilities

• Investigation and issue resolution: first escalation point for Ops & CS issues.
• Analyze, troubleshoot, and classify issues as bug, expected behavior, or ops gap.
• Summarize findings and create detailed Jira bug reports.
• Perform basic troubleshooting via scripts, APIs, and system tools.
• Escalate validated issues to CyberSec, DevOps, or Engineering teams.
• Assess impact, priority, and severity before escalation and track progress.
• Join regular meetings and provide reports on incidents and resolutions.
• Monitor alerts and logs; respond to disruptions and act as POC during incidents.
• Keep Jira and trackers updated; improve playbooks and escalation workflows.

Skills

Technical support

Incident management

Jira

APIs

Postman

Communication

Cross-team cadence

Crypto space

Tools

Jira

Postman

Job description

About PDAX

At PDAX, we believe that the future of money is digital, and our mission is to empower all Filipinos to grow their wealth through blockchain technology. As one of the first crypto firms in the Philippine market, we feel a sense of duty to our users and to the ecosystem to set the standard for safety, ease of access, and reliability. We expect our team to share in this responsibility and cherish our vision of a more open and equitable financial system. We are looking for new team members that are passionate about cryptocurrency, want to work in a disruptive, fast-growing industry, and thrive in a start‑up environment.

About The Role

As TechOps, you will play a more proactive role in technical issue investigations, cross-team collaboration, and process optimization. In addition to handling escalations, monitoring infrastructure, and troubleshooting, you will be expected to lead regular cadences with Engineering, Operations, and other stakeholders to improve issue resolution efficiency and operational effectiveness.

General Responsibilities

Investigation & Issue Resolution

• First escalation point for Ops & CS issues.
• Analyze, troubleshoot, and classify issues (bug, expected behavior, or ops gap).
• Summarize findings clearly & create detailed Jira bug reports.
• Perform basic troubleshooting via scripts, APIs (Postman), and system tools.

Incident Handling & Escalation

• Escalate validated issues to the right teams (CyberSec, DevOps, Engineering).
• Assess impact, priority & severity before escalation.
• Track and follow up on escalations until resolution.

Collaboration & Reporting

• Join regular meetings to discuss trends & process improvements.
• Provide reports on key incidents & resolutions.
• Improve escalation workflows & efficiency.

System Monitoring

• Monitor alerts, logs & infrastructure for issues.
• Respond to service disruptions & elevate proactively.
• Act as POC during critical incidents, ensuring timely updates.

Documentation & Process Improvement

• Keep Jira & trackers updated.
• Maintain troubleshooting & incident handling guides.
• Enhance playbooks, escalation processes & reporting workflows.

Qualifications

Must-Have:

• 2-4 years of experience in technical support, or incident management.
• Strong analytical skills for troubleshooting logs, APIs, monitoring tools, and system dashboards.
• Experience with Jira ticketing, including writing detailed bug reports.
• Ability to lead discussions and provide technical insights to stakeholders in cadence meetings.
• Comfortable with first-level troubleshooting via scripts, API calls (Postman), or system tools.
• Strong communication skills—able to translate technical findings into clear, actionable insights for different teams.
• Experience handling real-time incidents and coordinating escalations with Engineering, DevOps, or Security teams.
• Ability to manage priorities independently and ensure follow-through on escalations.
• Experience with APIs (ability to read documentation, interact with API endpoints, or debug API calls).
• Experience in the crypto space, centralized exchanges, or blockchain.

Nice-to-Have:

• Background in data privacy and security best practices.
• Familiarity with SQL, Google Sheets automation, or scripting (not required but good to have)
• Previous experience creating incident reports, post-mortem documentation, or RCA analysis.
• Experience working in a 24/7 operational environment or on-call rotations.

Our Culture

Communication

• We prioritize clear and transparent communication, ensuring that there is clarity among everyone we work with.
• We aim to have a collaborative environment, where innovative ideas in investment strategies are shared openly and constructively, driving the industry forward.

Customer-focus

• We think about how our decisions impact our customers and ensure we provide the best experience that we can.
• We believe in building lasting relationships with our clients, constantly learning from and listening to them, and always striving to look out for what’s best for both sides.

Commitment

• We always aim to do the right thing and to do the right thing, excellently. We take accountability seriously and uphold ourselves to high standards, ensuring that we execute with attention to detail.
• We are dedicated to the long-term success of our clients in the dynamic world of financial technology, maintaining integrity and professionalism in every aspect of our work.