Associate, Production Support Engineer

We are a diverse team of free thinkers, and fast movers united to help investors and creators energize the global economy. We are looking for individuals who thrive in a culture of builders and overachievers and embrace high performance, transparent feedback, and a mission-first approach. Our culture shapes our way of working and gets us where we want to be.

• Seek Excellence.
• Be Selective To Be Effective.
• Be Highly Aligned, Loosely Coupled.
• Disagree Transparently.
• Encourage Independent Decision-Making.
• Build Dream Teams.

We’re seeking a Production Support Engineer, ideally with experience in the financial services industry, to join our dynamic team in supporting mission-critical software systems. As a key member of our support organization, you’ll play a vital role in ensuring the stability and performance of our cryptocurrency business lines, including trading, risk, and settlement functions. You’ll provide high-quality client support, diagnose and resolve complex technical issues, and work closely with development teams to implement fixes and system improvements. 

• →Provide front-line production support across various cryptocurrency business lines and functions, including client trading, lending, proprietary trading, trade settlement, and risk management.
• →Work on automation projects to minimize manual effort and enhance the effectiveness of production support.
• →Monitor system health and performance; identify and resolve issues promptly to ensure uninterrupted operations.
• →Debug and troubleshoot complex applications written in Java and Python.
• →Collaborate with development teams to implement fixes and enhancements to improve system stability and performance.
• →Coordinate with global counterparts to ensure seamless follow-the-sun support.
• →Document and maintain support procedures, runbooks, and knowledge base articles.
• →Communicate effectively with clients to understand and address their support needs, provide updates on issue resolution, and ensure client satisfaction.
• →Proactively identify areas for improvement in systems and processes to enhance efficiency and reliability.

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
• 4+ years of experience in production support or engineering roles, preferably in finance, with direct exposure to trading system internals, post-trade processing, or real-time risk engines.
• Strong technical skills in SQL and at least one programming or scripting language, preferably Java or Python.
• Experience with incident response, root cause analysis, and structured problem-solving in a production environment.
• Detail-oriented mindset with a focus on accuracy and quality.
• Excellent verbal and written communication skills.
• Ability to build and maintain strong client relationships and provide outstanding customer service.
• Proven ability to work well in a fast-paced, dynamic environment and prioritize tasks effectively.
• Fluent in English.