Web3 Customer Support Manager Jobs

Binance is a leading global blockchain ecosystem behind the world’s largest cryptocurrency exchange by trading volume and registered users. We are trusted by over 230 million people in 100+ countries for our industry-leading security, user fund transparency, trading engine speed, deep liquidity, and an unmatched portfolio of digital-asset products. Binance offerings range from trading and finance to education, research, payments, institutional services, Web3 features, and more. We leverage the power of digital assets and blockchain to build an inclusive financial ecosystem to advance the freedom of money and improve financial access for people around the world.About Binance Accelerator Program (BAP)Binance Accelerator Program is a concise 6-months program designed to have an immersive experience in the rapidly expanding Web3 space. You will be given the opportunity to experience life at Binance and understand what goes on behind the scenes of the world' s leading blockchain ecosystem. Alongside your job, there will also be a focus on networking and development, which will expand your professional network and build transferable skills to propel you forward in your career. You will be hired under a junior fixed term contract.  Who may apply current students and recent graduates.About this jobWe are looking for candidate to join our TechOps team as BAP in Technical Support.This is a pretty broad role that will involve investigating and resolving technical questions related to functioning of our ecosystem (Binance.com, Mobile Apps, etc), and other related duties.It will include close cooperation with our Customer Support, internal Dev/Infra teams, as well as other parties. 

Responsibilities:

• Provide technical support and handling urgent escalation from external or internal customers or users in production environment with high-volume of transaction traffic
• Strong collaboration, communication and interaction with all stakeholders including customers, product manager, developer and management team
• Analyse service ticket data, identify incident root cause, draft Root Cause Analysis (RCA) report and follow possible maintenance for system-level improvement
• 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

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
• BS/MS in Computer Science, Math or related scientific disciplines
• Background in Software Development is a plus
• 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 Jane/February 2025 for 6 months

Why Binance• Shape the future with the world’s leading blockchain ecosystem• Collaborate with world-class talent in a user-centric global organization with a flat structure• Tackle unique, fast-paced projects with autonomy in an innovative environment• Thrive in a results-driven workplace with opportunities for career growth and continuous learning• Competitive salary and company benefits• Work-from-home arrangement (the arrangement may vary depending on the work nature of the business team)Binance is committed to being an equal opportunity employer. We believe that having a diverse workforce is fundamental to our success.By submitting a job application, you confirm that you have read and agree to our Candidate Privacy Notice.