高级支持专员（全职）
Senior Support Specialist (FT)
你是否想成为去中心化金融的未来一员？你喜欢在解决社区和客户问题时承担技术解决方案的责任吗？如果是这样，这个机会可能适合你！
我们正在寻找有经验的技术支持分析师/专家——真正的技术人才，来补充我们多元化且才华横溢的技术支持团队。你将有机会探索高需求的加密货币/区块链行业中的新兴技术，并在一个高度协作的环境中影响我们的工作方式。你将不断从现有专家团队中学习，同时也能贡献自己的想法和能力，帮助业务流程进步和创新。
关于该职位
- 你会得到支持以理解我们的业务，这意味着不仅仅是每天完成任务，还要参与并了解你对市场的影响。
- 你会成为真正的社区倡导者，管理并协助我们在所有支持平台上（Discord、邮件、Zendesk、Reddit）的用户咨询，使用所有可用的信息（文档、知识库、在线资源等）。
- 你会成为社区/客户体验在高优先级升级和平台事件中的关键联系人。你需要能够评估客户/社区的影响，并以用户为中心，与产品经理、工程师和其他利益相关者一起指导决策。
- 你会负责管理工单查询系统，确保使用Zendesk工单对所有1-2级技术问题的查询和解决方案数据库保持最新。
- 你会有机会运用你的批判性思维技能，确定应用程序错误的根本原因，并将严重问题升级到更高层级的支持组，这可能包括开发、架构等。
- 你是所在领域的专家，期望通过分析软件应用功能并提出改进建议，持续提升团队工具和流程。
关于你（必须具备）
- 被我们的使命所激励，并致力于为全球社区提供无缝的支持体验。
- 好奇、主动且自我驱动——真正热爱学习的终身学习者，喜欢与新兴技术合作。
- 至少3年在事件管理、技术支持和系统管理方面的相关经验。
- 熟悉各种技术工具和流程，能够快速适应新环境。
查看英文原文
Hummingbot Foundation
Not-for-profit foundation that coordinates community maintenance of the Hummingbot open source software, freely available under the Apache 2.0 license.
Our mission is to democratise algorithmic trading. Together, we make sophisticated high-frequency trading strategies freely available to everyone in the world.
Do you want to be part of the future of Decentralised Finance? Do you like being accountable in bringing high quality technical solutions to community and customer concerns? Then this opportunity might be for you!
We are seeking experienced Technical Support Analysts/Specialists - true technologists that will complement our team of diverse and talented technical support crew. You will get to explore emerging technologies in the high-demand Crypto/Blockchain industry and influence our ways of working within a very collaborative environment. You will continuously learn from our existing team of experts while also being able to contribute your own ideas and competencies to help the business processes progress and innovate.
About the Opportunity
· You will be supported to understand our business, meaning not only coming in and doing day-to-day tasks but also be involved and know your impact on the market.
· You will be a true community advocate, managing and assisting user inquiries on all platforms that we support (Discord, Email, Zendesk, Reddit) using all available information (documentations, KB, online resources, etc.)
· You will serve as an escalation point for our community/customer experience in high touch escalations and platform incidents. You should be able to gauge customer/community impact and guide decisions with Product Managers, engineers, and all other stakeholders with users in mind.
· You will be accountable for managing ticketed query system and ensuring comprehensive database of queries and resolutions is kept up to date using Zendesk tickets for any and all 1st - 2nd level technical concerns.
· You will be given the opportunity to exercise your critical thinking skills by establishing the root causes of application errors, and escalating serious concerns to the higher tier support group which may include development, architecture, etc.
· You are an expert in your field who is expected to contribute in continuously improving the team tools and processes by performing analyses on software application functionality and suggesting enhancements.
About You (Must haves)
· Motivated by our mission and creating a seamless support experience for our global community base.
· Curious, proactive and self-motivated - A truly passionate life-long learner who loves to work with emerging technologies.
· Minimum of 3 years of relevant experience in incident management, technical support and System Administration.
· Knowledgeable in various UNIX/Linux commands and functions.
· Experience supporting a highly automated and dynamic cloud-environment.
· Demonstrated some experience with end-to-end platform incident management using Zendesk or similar platform.
· Exceptional communication skills - can communicate and operate effectively across multiple departments and stakeholders.
· Flexible and adaptable to meet the evolving needs of a high-growth and fast-paced organization.
· Curiosity to chase issues to root cause and rollup sleeves to investigate and resolve the unknown.
Highly Desirable Experiences (must meet at least 4 of the requirements below)
· Knowledgeable in Crypto Trading Knowledgeable in Jupyter Notebook
· Knowledgeable in MySQL Workbench Knowledgeable in Datadog
· Knowledgeable in various UNIX/Linux commands and functions
· Knowledgeable in Docker and Docker commands
· Experience with cloud-based technologies and solutions including but not limited to: Linux/Unix, AWS, GCP, or Azure
· Strong System Administration experience Good knowledge of databases, understanding schemas, database structures, and ability to write and debug SQL queries
- 100% remote work
- Individual Contractor - you will get paid in net amount monthly
- Be part of an organization that is bringing impactful technologies freely available to everyone in the world!