技术支持分析师（兼职）
Technical Support Analyst (PT)
Hummingbot Foundation
非营利基金会，负责协调社区对Hummingbot开源软件的维护，该软件在Apache 2.0许可下免费提供。
我们的使命是使算法交易民主化。我们共同让复杂的高频交易策略免费提供给全球每个人。
你是否想成为去中心化金融未来的一部分？你喜欢在解决社区和客户问题时承担职责并提供高质量的技术解决方案？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和专家，真正的技术专家，以补充我们多样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。你将不断从我们现有的专家团队中学习，同时也能贡献自己的想法和能力，帮助业务流程发展和创新。
关于这个职位
· 你将获得支持来理解我们的业务，这意味着不仅仅是进来完成日常任务，还要参与我们对市场的影响。
· 你将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，使用所有可用信息（文档、对话历史等）。
· 你将成为社区/客户体验在高关注度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。
· 你将负责管理工单查询系统，并确保使用Zendesk工单对所有第一级技术问题的查询和解决方案进行全面的数据库进行更新。
· 你将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。
关于你（必须具备）
· 被我们的使命所激励，并致力于为我们的全球社区提供无缝的支持体验。
· 好奇心强、积极主动且自我驱动——真正热爱学习的终身学习者，喜欢与新兴技术合作。
· 至少3年相关的经验
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, and specialists, true technologist 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 in our 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 (documentation, conversation history, 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 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.
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 and/or technical support.
· 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 (but not required)
· Knowledgeable in various UNIX/Linux commands and functions
· Experience supporting a highly automated and dynamic cloud-environment
· 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, understand schemas, database structures and ability to write and debug SQL queries
- 100% remote work
- Be part of an organization that is bringing impactful technologies freely available to everyone in the world!