API Trading Technical Support Lead

at  Binance

Binance is the leading global blockchain ecosystem and cryptocurrency infrastructure provider whose suite of financial products includes the world’s largest digital-asset exchange.
Our mission is to accelerate cryptocurrency adoption and increase the freedom of money.
If you’re looking for a fast-paced, mission-driven organization where opportunities to learn and excel are endless, then Binance is the place for you.
Are you looking to be a part of the most influential company in the blockchain industry and contribute to the crypto-currency revolution that is changing the world?
We are looking for a talented Technical Support Engineer / API Trading Support lead to join the TechOps team.
This role will involve investigating and resolving technical questions related to API programming issues, and cover global institutions such as HFTs and algo/quant funds. It will include close cooperation with our VIP Account team, Customer Support, internal Dev/Infra teams, as well as other parties. This is a lead role with 5-8 team members across the globe so previous management experience is strongly preferred. The role also needs to talk to VIP customers directly, so bilingual fluency in both English and Mandarin is preferred.
Location is flexible - can be in Canada, or EU/MENA/APAC region.

REQUIREMENTS

• Experience in providing technical support or using Exchange APIs.
• Programming experience is a good plus. 10+ years of experience in similar roles - e.g. Technical Support Engineer, SL3 Engineer, Application Owner, etc.
• 3+ years management experience is strongly preferred while still needing this role to be very hands-on.
• Good command in English (both spoken and written). Bilingual in English and Mandarin is preferred.
• Must have strong capabilities to identify, analyze and resolve problems logically and systematically.
• 3+ years with scripting or programming skills, etc.
• 3+ years Cloud Infra (AWS) experience.
• 3+ years Web or App related project support experience with HTTP protocol, JavaScript, RESTful, Json, Web Service, TCP/IP, Linux/Unix.
• Understanding of software development methodologies and coding standards.
• Experience with software application debugging and troubleshooting.
• Familiar with technical support processes and escalation management.
• Passionate with technical support to solve complicated customer issues.
• Ability to present or speak fluently to engineers, product managers, high profile customers and senior leadership team.
• BS/MS in Computer Science, Math or related scientific disciplines.
• Background in Software Development is a plus.

• In charge of technical support and handle urgent escalation from high profile institution customers for API trading related issues in a production environment with high-volume transactions.
• Strong collaboration, communication and interaction with all stakeholders including customers, product manager, developer and management team.
• Work closely with product and developer teams in global offices, participate and follow up in iteration, release and roadmap planning timely.
• Very flexible with capability to prioritize multiple incidents and deadlines to facilitate well in a fast-paced, rapidly evolving organization.
• High responsibility in continuous improvement in service quality and efficiency.
• Ability to provide coaching, training, identification, optimization and documentation of the customer or business support processes.
• Ability to continuously extend support offering to users based on market situation Ability to handle senior management communication and escalation.