Product Support Engineer

AlphaPoint, the leading blockchain solutions and cryptocurrency trading platform provider , is looking for a Product Support Engineer to provide world-class support to our global client base. The Product Support Engineer will be the first level  contact for our client base around the world.

Job Responsibilities:
As a Product Support Engineer, you will:

  • Be the initial point of contact for client technical inquiries
  • Champion a customer focused culture to deepen client relationships.
  • Demonstrate initiative through recommending innovative solutions and continuous improvements to existing processes.
  • Ensure all activities conducted are following governing regulations, internal policies and procedures.
  • Identify critical issues and escalate them accordingly, as well as respond appropriately to sensitive client inquiries within defined SLAs.
  • Utilize our internal ticket platform to monitor, escalate and resolve client issues

Ability to adapt to change and prioritize escalations as needed.

Basic Qualifications:

  • Bachelor’s degree within Computer Science, Engineering or military experience.
  • At least 1 year of experience working in a remote office.
  • Possess the ability to read, understand, and modify code (code-competency) for diagnosis, escalation and resolution.
  • At least 2 years of experience analyzing system logs, event logs, crash dumps, SQL Trace files, within a Windows or Linux environment.
  • Strong working knowledge of infrastructure/environment components (middleware, policy servers, monitoring, environmental properties) and the integration into application architecture.
  • Experience with managing incoming technical troubleshooting.
  • Excellent analytical and problem-solving skills.

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