Backend Production Support Engineer in Hong Kong Special Administrative Region at Crypto.com

1. Integration Testing

• a. Refine and execute integration tests to ensure the robustness and reliability of the software.

• c. build close relationship with different operation team to continuously improve the operation efficiency

2. L3 Support and Problem Resolution

• a. Act as the key technical contact for identifying, investigating, and resolving production issues in both cryptocurrency and derivatives trading systems. This involves troubleshooting and root cause analysis of issues, and tracking following actions to fix issues.

• b. Participate in the daily work of the PS team. Actively receive and handle issues submitted by users, and address their requirements promptly.

• c. Leverage a deep understanding of upstream and downstream services in cryptocurrency and derivatives trading — covering onboarding, pricing, and trading flows — to swiftly diagnose issues and drive resolution in collaboration with cross-functional teams.

• d. Regularly organize and analyze the encountered problems, transform them into business requirements, and submit them to the Project Manager (PM) and developers (dev) to improve and optimize our products.

3. System Reliability and Maintenance

• a. Collaborate with the SRE team to formulate reasonable monitoring and alerting mechanisms. By leveraging monitoring tools and techniques, identify potential issues in the production environment as early as possible to prevent system failures.

• b. Provide system upgrade and optimization plans to enhance system performance and reliability.

• c. In the event of a system failure, coordinate with the infra team, SRE team, and other relevant teams to identify and troubleshoot the problem, aiming to minimize downtime and the impact on users.

4. Owner of production change management

• a. Take ownership of change management processes, covering backend service releases, configuration changes, and other production-related modifications.

• b. Develop SOP for the above processes.

5. Timezone and Work Time Shift

• a. Work mostly in HKT timezone.

• b. This role may require the handover/ work with the operation support team in the EST time zone.

• 3-5 years of experience in application or technical support.

• Experience with AI usage, shell scripting, Golang, and SQL technologies.

• Familiar with monitoring systems and logging systems (e.g. Datadog, Sumologic, OpenTelemetry).

• Strong analytical skills and the ability to proactively identify issues before they escalate.

• Detail-oriented with strong ownership of work and the ability to multitask across simultaneous projects.

• Demonstrate a proactive and solution-oriented mindset with a strong sense of ownership.

• Excellent communication and interpersonal skills to engage both technical and non-technical stakeholders.

• Proficiency in both written and spoken English and Mandarin; Fluent in Cantonese.

• Experience in technical support in banking and other financial sectors

• Experience in DevOps, particularly with AWS, Kubernetes, and CI/CD pipelines.

• Solid experience in a Linux environment and relevant support tools.

• Familiarity with exchange platform domain knowledge.

• Proficient in using Jira and Confluence to establish SOPs.

• Quick learner with a demonstrated aptitude for acquiring new technologies.

• experience managing software on AWS are pluses.