Production Support Engineer

Provides front-line production support across various cryptocurrency business lines. Ensures system stability and performance, collaborating with development teams on fixes and improvements.

Overview

Department

Job type

Full time

Compensation

$140,000 - $160,000 per year

Location

New York, United States, North America

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Requirements

Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.

Minimum 4 years of experience in production support or engineering roles, preferably in finance, with direct exposure to trading system internals, post-trade processing, or real-time risk engines.

Strong technical skills in SQL and at least one programming or scripting language, preferably Java or Python.

Experience with incident response, root cause analysis, and structured problem-solving in a production environment.

Detail-oriented mindset with a focus on accuracy and quality.

Excellent verbal and written communication skills.

Ability to build and maintain strong client relationships and provide outstanding customer service.

Proven ability to work well in a fast-paced, dynamic environment and prioritize tasks effectively.

Fluent in English.

Responsibilities

Provide front-line production support across various cryptocurrency business lines and functions, including client trading, lending, proprietary trading, trade settlement, and risk management.

Work on automation projects to minimize manual effort and enhance the effectiveness of production support.

Monitor system health and performance; identify and resolve issues promptly to ensure uninterrupted operations.

Debug and troubleshoot complex applications written in Java and Python.

Collaborate with development teams to implement fixes and enhancements to improve system stability and performance.

Coordinate with global counterparts to ensure seamless follow-the-sun support.

Document and maintain support procedures, runbooks, and knowledge base articles.

Communicate effectively with clients to understand and address their support needs, provide updates on issue resolution, and ensure client satisfaction.

Proactively identify areas for improvement in systems and processes to enhance efficiency and reliability.

Benefits

Competitive base salary and discretionary bonus

Flexible Time Off (i.e. unlimited paid vacation days)

Company paid Holidays (11)

Company paid sick leave

Company-paid health and protective benefits for employees, partners, and other dependents

3% 401(k) company contribution

Generous paid Parental Leave

Free virtual coaching and counseling sessions through Headspace

Opportunities to learn about the Crypto industry

Free daily snacks in-office

Smart, entrepreneurial, and fun colleagues

Employee Resource Groups