Senior Technical Support Engineer

WOO Network; Makkah Region; On-site; SAR 150,000 - 200,000; Full time

Job summary

A global trading platform is seeking a Technical Support Engineer to provide feedback to customers, investigate technical issues, and educate teams. The ideal candidate will have proven experience and strong communication skills, with a foundation in programming. Join a supportive environment where ideas are nurtured and a performance-based bonus is provided.

Benefits

Work flexibility

Supportive team

Performance-based annual bonus

Qualifications

• Proven experience in working as a Technical Support Engineer.
• Excellent communication skills, both verbal and written.
• Ability to collaborate effectively with internal teams and external clients.
• Proficiency in using communication platforms.
• Strong documentation skills for maintaining records.
• Development capabilities in programming languages.
• Ability to guide clients in using the company's API.
• Proficiency in monitoring and troubleshooting tools.
• Fluent English.

Responsibilities

• Provide timely and accurate feedback to customers.
• Investigate technical issues raised by clients.
• Classify and escalate issues as necessary.
• Contribute to educating client service teams.
• Bring client voice to internal teams.

Skills

Technical Support

Excellent communication skills

Collaboration with internal teams

Proficiency in JIRA, Zendesk, Telegram

Strong documentation skills

Development capabilities

Guiding clients with API

Monitoring and troubleshooting tools

Fluent English

Tools

Linux Shell Script

SQL

ELK (Kibana)

Grafana

Job description

Overview

WOO X is a global centralised crypto futures and spot trading platform offering best-in-class liquidity and price execution. WOO X has an average daily volume exceeding $1.5 billion and is home to hundreds of thousands of traders worldwide. WOO X traders benefit from radical transparency through our industry-first live Proof of Reserves & Liabilities dashboard and the company's mission to maintain the trust of its growing community of traders. Our team of 200+ highly-talented employees works from 12 cities across eight countries in Europe and Asia.

Our vision is to inspire confidence, higher performance, and joy in every user. We have a mission to provide the best liquidity on the best terms. We compete not just on price execution but also on integrity, user experience, innovative tools, and global opportunities.

Responsibilities

• Providing timely and accurate feedback to customers (toB and toC) or client service team on the issues/enquiries that require technical knowledge.
• Investigating the technical issues raised by clients, performing analysis by looking into the logs, providing proper recommendations to handle the issue and producing the report of the issue.
• Classifying the urgency of the issues, and escalating to the teams that require to be involved.
• Contributing to educating or supporting client services teams, to improve the response to client, documenting the work-around of known technical issues. Defining the framework of the documentation process for product changes.
• Bringing the client voice to the internal, collecting the context information of the issue, recording that info in Jira, and raising it to the Dev Team for further analysis, or bug fix.

Why work with us

Join us in realising our vision in advancing decentralisation, and leading innovation in CeFi. Enjoy work flexibility, a supportive team, and an environment that nurtures your ideas. Plus, expect a performance-based annual bonus for all contributors at WOO.

About you

• Proven experience in working as a Technical Support Engineer.
• Excellent communication skills, both verbal and written.
• Ability to collaborate effectively with internal teams and external clients.
• Proficiency in using communication platforms such as JIRA, Zendesk, and Telegram.
• Strong documentation skills for maintaining detailed records of troubleshooting processes and solutions.
• Development capabilities with a minimum proficiency in one of the programming languages (C++, Java, Python, JavaScript, etc.).
• Ability to guide clients in implementing trading programs with the company's API.
• Proficiency in using monitoring and troubleshooting tools, including but not limited to: Linux Shell Script, SQL, ELK (Kibana), Grafana.
• Fluent English.

Getting the job

We\'re actively seeking talented individuals to join our team outside of our typical hiring schedule. This proactive approach allows us to connect with exceptional candidates like you even before specific positions become available.

On average, successful candidates go through five rounds of interviews and tests. Our hiring process begins by meeting with our People Team, who help facilitate the process of placing you in your new role. You can expect to share your experience and ideas in online video interviews with our hiring team, made up of management and potential new colleagues.

Submitting your resume now ensures that you\'re first in line when new opportunities arise. By doing so, you\'ll have a head start in the selection process and get a chance to showcase your skills and experience.

Get started on your application here!