Job Description
We are seeking a dedicated Customer Support & Technical Specialist to provide exceptional assistance to our users and ensure seamless integration with our exchange platform. This role combines technical expertise with customer service excellence.
Key Responsibilities
- User Support & Issue Resolution: Provide prompt responses via online chat (Telegram, Discord, ticketing system), email, and other channels. Handle account issues, deposits/withdrawals, API integration, and trading anomalies. Escalate complex issues while ensuring timely resolution.
- Technical Support: Assist institutional and quantitative teams with exchange API integration (REST/WebSocket interfaces, SDK usage, backtesting/Sandbox environments). Troubleshoot API errors, signature issues, latency anomalies, and fund transfer failures. Maintain internal knowledge base and FAQs.
- Cross-Department Collaboration: Work closely with R&D, product, risk control, and operations teams to relay user feedback and optimization suggestions. Participate in product testing and feature launches.
- Data & Reporting: Analyze user feedback patterns, generate regular support reports, and propose improvements to enhance API adoption and satisfaction.
Job Requirements
- Core Competencies:
- Understanding of digital asset trading (spot, perpetual contracts, margin trading)
- Experience with REST/WebSocket APIs and debugging
- Proficiency in Python/Go/Node.js preferred
- Strong analytical skills for root cause identification
- Experience:
- 1-3 years in customer/technical support at fintech/crypto exchanges
- Quantitative firm or trading API support experience preferred
- Communication: Excellent bilingual (English/Chinese) written and verbal skills for effective cross-team collaboration
Preferred Qualifications
- Knowledge of quant trading strategies, backtesting frameworks (Freqtrade, Backtrader), or trading bots
- Familiarity with Linux/Docker/Kubernetes or trading system operations
- Community management experience (Telegram/Discord moderation)
- Product-oriented mindset for API/feature optimization
Benefits
Join our collaborative team with full remote work flexibility and opportunities for professional growth in the blockchain industry.