Technical Support Analyst (PT)

Company Description

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. 

Job Description

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. 

Qualifications

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

Additional Information

• 100% remote work
• Be part of an organization that is bringing impactful technologies freely available to everyone in the world!