Senior Technical Support Engineer
at Digital Asset · 101-250 employees
Just raised · Equity · $10M
- Seniority
- Senior
- Location
- Sydney
- Posted
- 5d ago
javascriptpythonjavascalapostgresawsgcpazurekubernetesdocker
at Digital Asset · 101-250 employees
Digital Asset is the developer of the Canton Network, a public, permissionless Layer 1 blockchain with configurable privacy features that supports applications written in the open-source smart contract language Daml.
<div class="content-intro"><h1 class="section-header section-header--large font-primary"><strong><span style="color: rgb(0, 0, 0);">About Digital Asset & the Canton Network</span></strong></h1> <p>Digital Asset builds the technologies that are reshaping the foundations of financial markets. Our mission is to create the world’s most trusted, privacy-enabled, and interoperable digital infrastructure for global finance.</p> <p>At the heart of this mission is the Canton Network - the blockchain purpose-built for institutional finance. Uniquely combining privacy, compliance, and scalability, Canton enables real-time, secure settlement across multiple asset classes. Governed by the Canton Foundation with participation from leading financial institutions, it is the proven link between the promise of blockchain and the power of global finance.</p> <p>Founded in 2014 and headquartered in New York City, with offices in London, Zurich, Budapest, Hong Kong, and Sydney— we are on a mission to transform finance— and that transformation is now playing out rapidly on the Canton Network.</p> <p><em>If you’re interested in playing a crucial role at the intersection of traditional and crypto-capital markets and want to help bring the next trillion dollars of finance on-chain, join us.</em></p></div><p><span style="font-family: helvetica, arial, sans-serif; font-size: 18pt;"><strong>About the role:</strong></span></p> <p><span style="font-size: 12pt;">The Sr. Technical Support Engineer is responsible for owning and resolving client incident and request cases, throughout the entire lifecycle of each case. It includes documenting and advising our clients on how to best install, configure, deploy, connect and use DA products and maintain utmost uptime for DA’s online services. The primary objective is to provide DA clients with a great experience when using/learning our products.</span></p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 18pt;"><strong>Responsibilities:</strong></span></p> <ul> <li style="font-size: 12pt;">Triages complex software issues and provide technical assistance to customers</li> <li style="font-size: 12pt;">Prioritizes and resolve incidents and requests raised by external and internal clients</li> <li style="font-size: 12pt;">Documents issue resolutions and FAQs not found in our official products documentation</li> <li style="font-size: 12pt;">Properly escalates unresolved issues to appropriate internal teams</li> <li style="font-size: 12pt;">Participates in a scheduled on-call rotation to provide support coverage during non-business hours</li> </ul> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 18pt;"><strong>What We're Looking For:</strong></span></p> <ul> <li style="font-size: 12pt;">Bachelor’s degree in computer science, engineering or related discipline (or equivalent technical training and/or work experience)</li> <li style="font-size: 12pt;">6+ years of experience as a Technical Support Engineer, Developer, or similar technical role</li> <li style="font-size: 12pt;">Technical Skills – strong understanding of computer hardware and software, networking, security and other related technical skills</li> <li style="font-size: 12pt;">Experience developing commercial applications using Java, Javascript, Python or Scala</li> <li style="font-size: 12pt;">Experience using and administering databases, particularly SQL, PostgreSQL and/or Oracle</li> <li style="font-size: 12pt;">Good understanding of networking protocols/firewalls and cloud computing environments</li> <li style="font-size: 12pt;">Experienced in packaging and deploying applications </li> <li style="font-size: 12pt;">Ability to diagnose and troubleshoot basic technical issues (eg,analyzing problems, testing solutions, and recommending changes)</li> <li style="font-size: 12pt;">Familiarity with configuring and using Operating Systems (Linux/Windows/MacOS)</li> <li style="font-size: 12pt;">Familiarity with configuring and using blockchain based Distributed Ledgers (Fabric, Ethereum)</li> <li style="font-size: 12pt;">Experience with deploying and configuring services on Cloud Environments (AWS, GCP, Azure), and using Containerization/Orchestration tools (Docker, Kubernetes) </li> <li style="font-size: 12pt;">Familiarity with using support third party tools such as (Salesforce, Jira, Confluence, Datadog, Jaeger, Github, etc..) is a strong plus</li> <li style="font-size: 12pt;">Communication Skills – ability to effectively interact with clients, colleagues and other stakeholders and use excellent verbal, written and listening skills to explain technical concepts.</li> <li style="font-size: 12pt;">Problem-solving Skills – able to identify and understand software issues and develop solutions to fix them. Ability to research and analyze software problems, identify potential solutions and implement them. Strong attention to detail and ability to be hands-on.</li> <li style="font-size: 12pt;">Customer service skills – ability to maintain a supportive and calmative approach to answer client questions, solve problems and provide solutions in a pressure situation with clients during production outage situations.</li> <li style="font-size: 12pt;">Continuous Learning – in the use and troubleshooting of DA products and DA developed support tools; in the use and troubleshooting of third-party products and services typically used in conjunction with DA products; and in using third-party tools used at DA</li> <li style="font-size: 12pt;">Ability to work as a self-starter, with high energy and confidence, in a fast-paced, change-oriented environment<br>Experience in working in a Financial Services environment and familiarity with Financial asset types is a plus</li> </ul><div class="content-conclusion"><p><em>At Digital Asset, we are committed to compensation structures that reward impact consistently across our global teams. We support our peop