Binance Accelerator Programme - Technical Support Engineer (AI/ML)

at  Binance

Binance is the global blockchain company behind the world’s largest digital asset exchange by trading volume and users, serving a greater mission to accelerate cryptocurrency adoption and increase the freedom of money.
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?

ABOUT THIS JOB

We are looking for candidate to join our TechOps team as BAP in Technical Support.
This role offers a unique opportunity to gain hands-on experience in technical operations while working with cutting-edge AI and Machine Learning technologies.

REQUIREMENTS:

• Undergraduates in Computer Science or related field (preferably with relevant internship experience) can be considered
• Must have strong capabilities to identify, analyze and resolve problems logically and systematically
• Unix/Linux with shell scripting, etc
• Databases experience (Oracle, MySQL)
• 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 process and escalation management
• Passionate with technical support to solve complicated customer issues
• Ability to present or speak fluently to engineers, product manager and customers
• Comfortable performing shift-work (eg. 7am-4pm, 10am-7pm from Monday to Friday, Tuesday to Saturday or Sunday to Thursday) - it would be rotated after 2-3 months
• Ability to start this program in February/March 2025 for 6 months

• Provide technical support and manage urgent escalations in high-traffic production environments, ensuring smooth operations.
• Collaborate closely with stakeholders, including customers, product managers, developers, and the management team, to resolve issues effectively.
• Analyze service ticket data to identify root causes, draft Root Cause Analysis (RCA) reports, and recommend system-level improvements.
• Work with global product and development teams to participate in iteration, release, and roadmap planning.
• Manage multiple incidents and deadlines in a fast-paced, dynamic environment with high flexibility and prioritization skills.
• Continuously improve service quality and efficiency through process optimization, coaching, and documentation.
• Support and optimize customer and business processes, integrating AI and Machine Learning solutions where applicable.