Technical Support Engineer

ECL Kontor; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

Join a pioneering firm at the forefront of decentralized finance, where you'll bridge the gap between users and complex trading systems. In this dynamic role, you will be the go-to technical contact, providing exceptional support and guidance to users while collaborating with engineering teams to resolve issues. With a focus on continuous growth in both decentralized finance and customer experience, this position offers a unique opportunity to make a significant impact in a rapidly scaling environment. If you are passionate about technology and eager to help shape the future of trading, this role is perfect for you.

Qualifications

• 5+ years in a client-facing role with exceptional communication skills.
• Experience with observability tools and scripting languages like SQL and Python.

Responsibilities

• Provide primary technical support to users in public channels.
• Collaborate with engineering teams to resolve technical issues.

Skills

Client Communication

Technical Proficiencies

Independent Worker

On-call Availability

API Mastery

Tools

Datadog

Grafana

Postman

GitHub

Job description

Paradex isn’t just another decentralized exchange—it’s a Super App. We’ve combined three powerful financial primitives: Exchange, Asset Management, and Borrow/Lend Markets, all seamlessly composable and accessible through one unified account that uses your entire portfolio as collateral, including any spot and derivative assets. Trade, earn, borrow, lend, and grow your on-chain identity—all in one place. Backed by top-tier investors and incubated by Paradigm, we are scaling rapidly. Come help us grow!

You'll bridge the complex world of decentralized trading with our users' needs. You'll deliver expert technical guidance, collaborate with our development team to resolve issues, and help shape our support infrastructure. This role offers continuous growth opportunities in both defi and customer experience.

What You’ll Do

• User Interaction Support: Serve as the primary technical contact for users in public channels, handling a variety of questions on our trading platforms.
• Tier 1 Support: Act as the first contact for customers who reach out via our ticketing system to triage and respond to issues reported by users escalating when needed.
• Advanced Troubleshooting: Use different tools like Postman, Datadog, and Grafana to debug user-reported issues or reproduce bugs in order to escalate to engineering.
• Collaboration: Work closely with Core Engineering Teams to resolve technical issues and manage the Paradigm Product Knowledge Base, including API documentation and technical guides.
• Documentation: Contribute to both internal and external documentation based on feedback from users, feature changes or updates, and knowledge acquired.

What You Bring

• Client Communication: Exceptional communication skills with the ability to engage proactively with clients. 5+ years of experience in a client-facing role.
• Technical Proficiencies: Experience with Datadog, Grafana, and other observability tools as well as notions of SQL and Python or other scripting languages.
• Independent Worker: Capacity to operate independently with minimal supervision and a readiness to take initiative.
• On-call Availability: Willingness to be on-call, including occasional weekends.
• GitHub Experience: Familiarity with using GitHub for code changes, CI workflows, and feature development.
• API Mastery: Proven experience with API integration and support along with tooling to help debug them such as Postman.

Nice to Have

• Coding Knowledge: Ability to code in Python, Go, or another common programming language.
• Crypto Knowledge: Experience in crypto trading, derivatives, working with trading platforms or Crypto Exchange APIs.
• Automation and Scripting: Skills in writing scripts or building tooling on automation platforms.
• Certifications: Any Datadog certification is a plus.