Technical Support Engineer - NYC

Technical Support EngineerThe Technical Support Engineer is responsible for owning and resolving client incident and request cases, throughout the entire lifecycle of each case. It includes documenting and advising our clients on how to best install, configure, deploy, connect and use DA products and maintain utmost uptime for DA's online services. The primary objective is to provide DA clients with a great experience when using/learning our products.Responsibilities:Triages complex software products and applications technical and business flow issues and provide assistance to customers, as part of a global team of Support Engineers and SREsPrioritizes and resolves incidents and requests raised by external and internal clientsDocuments issue resolutions and FAQs not found in our official products documentationProperly escalates unresolved issues to appropriate internal L3/L4 engineering/developer teamsParticipates in the global team's scheduled 24x7x365 on-call rotation to provide support coverage during non-business hours and weekends.Qualifications:Bachelor's degree in computer science, engineering or related discipline (or equivalent technical training and/or work experience)Preferred minimum 3 years of experience as a DevOps Engineer, SRE, Developer, App Support Engineer or similar technical role, preferably at a fintech, Crypto/Blockchain startup or financial institution, where familiarity with resolving issues in the entire stack was a mustTechnical Skills – Strong understanding and hands on experience in setting up infrastructure and deploying apps securely in cloud environments (Amazon, GCP, Azure) using Kubernetes and DockerExperience developing commercial applications using Java, Javascript, Python or Scala. Exposure to developing smart contract distributed apps using Functional programming or the Daml SDK will be a big plus.Experience using and administering databases, particularly SQL, PostgreSQL and/or OracleGood understanding of networking protocols/firewalls and cloud computing environmentsExperience in packaging and deploying applicationsAbility to diagnose and troubleshoot technical issues (eg, analyzing problems, testing solutions, and recommending changes)Familiarity with configuring and using Operating Systems (Linux/Windows/MacOS)Familiarity with connecting and configuring nodes on public blockchain networks and managing distributed apps/ledgers on these networks (Ethereum, Solana, Canton Network)Familiarity with connecting and using wallets to mint/burn/transfer/hold crypto tokensExperience with deploying and configuring services on Cloud Environments (AWS, GCP, Azure), and using Containerization/Orchestration tools (Docker, Kubernetes)Familiarity with using support third party tools (e.g. Salesforce, Jira, Confluence, Datadog, Jaeger, Github, Grafana, etc..) is a strong plusCommunication Skills – Ability to effectively interact with clients, colleagues and other stakeholders and use excellent verbal, written and listening skills to explain technical concepts.Problem-solving Skills – Able to identify and understand issues across the technology stack and develop solutions to fix them. Ability to research and analyze software problems, identify potential solutions and implement them. Strong attention to detail and ability to be hands-on.Customer service skills – Ability to maintain a supportive and calmative approach to answer client questions, solve problems and provide solutions in a pressure situation with clients during production outage situations.Continuous Learning – in the use and troubleshooting of DA products and DA developed support tools; in the use and troubleshooting of third-party products and services typically used in conjunction with DA products; and in using third-party tools used at DAAbility to work as a self-starter, with high energy, initiative and confidence, in a fast-paced, change-oriented environmentExperience in working in a Financial Services environment and familiarity with Financial asset types and/or experience gained in the crypto industry is strongly preferred.We offer a comprehensive benefits package designed to support the well-being of our team members. Health and insurance benefits vary by region to ensure local relevance and compliance, and may include medical, dental, and vision coverage. Digital Asset is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, religion, sexual orientation, age, disability, citizenship status, veteran status or any other basis protected by applicable law. If and as required by applicable law, all persons hired to work at Digital Asset will be required to verify identity and eligibility to work in the location for which they have an offer to work and to complete the necessary employment eligibility verification documents upon hire. Applicants with disabilities who require accommodation should contact View email address on click.appcast.io part of our commitment to equal opportunity, Digital Asset believes that all employees should receive equal pay for equal work and is committed to this principle in its pay structure. DA also offers family-friendly benefits in addition to flexible work arrangements. Pay Transparency: The estimated salary range for this role, based in our New York City office, is $140,000-165,000. The range may vary if based outside the New York tri-state area (New York, New Jersey, and Connecticut). Base salaries are determined during our interview process, during which we assess the candidate's experience, skills, and capabilities against internal peers and the scope and responsibilities of the position.