Backend Production Support Engineer

As a Backend Production Support Engineer at Crypto.com, you join a team designing, developing, and maintaining software for ventures projects adjacent to our core businesses. You'll be actively involved in the design of scalable applications, from frontend UI to backend infrastructure, and serve as a key technical contact for identifying, investigating, and resolving production issues in cryptocurrency and derivatives trading systems.

What you'll do

• Refine and execute integration tests to ensure the robustness and reliability of software
• Build close relationships with different operation teams to continuously improve operation efficiency
• Act as the key technical contact for identifying, investigating, and resolving production issues in cryptocurrency and derivatives trading systems, including troubleshooting, root cause analysis, and tracking follow-up actions
• Participate in daily Production Support team work, actively receiving and handling issues submitted by users and addressing their requirements promptly
• Leverage a deep understanding of upstream and downstream services in cryptocurrency and derivatives trading, covering onboarding, pricing, and trading flows, to swiftly diagnose issues and drive resolution in collaboration with cross-functional teams
• Regularly organize and analyze encountered problems, transform them into business requirements, and submit them to Project Managers and developers to improve and optimize products
• Collaborate with the SRE team to formulate reasonable monitoring and alerting mechanisms, using monitoring tools and techniques to identify potential issues in the production environment early and prevent system failures
• Provide system upgrade and optimization plans to enhance system performance and reliability
• In the event of a system failure, coordinate with the infra team, SRE team, and other relevant teams to identify and troubleshoot the problem, aiming to minimize downtime and user impact
• Take ownership of change management processes, covering backend service releases, configuration changes, and other production-related modifications
• Develop standard operating procedures for change management processes

What you bring

• 3-5 years of experience in application or technical support
• Experience with AI usage, shell scripting, Golang, and SQL technologies
• Familiarity with monitoring systems and logging systems such as Datadog, Sumologic, and OpenTelemetry
• Strong analytical skills and the ability to proactively identify issues before they escalate
• Detail-oriented with strong ownership of work and the ability to multitask across simultaneous projects
• A proactive and solution-oriented mindset with a strong sense of ownership
• Excellent communication and interpersonal skills to engage both technical and non-technical stakeholders
• Proficiency in both written and spoken English and Mandarin; fluent in Cantonese
• Ability to work mostly in HKT timezone with potential handover or collaboration with the operation support team in EST timezone

Nice to have

• Experience in technical support in banking and other financial sectors
• Experience in DevOps, particularly with AWS, Kubernetes, and CI/CD pipelines
• Solid experience in a Linux environment and relevant support tools
• Familiarity with exchange platform domain knowledge
• Proficiency in using Jira and Confluence to establish SOPs
• Experience managing software on AWS

What we offer

• Competitive salary
• Attractive annual leave entitlement including birthday and work anniversary leave
• Flexible work hours and hybrid or remote work setup
• Crypto.com Visa Card provided upon joining
• Internal mobility program offering diverse career alternatives

About Crypto.com

Founded in 2016, Crypto.com serves more than 150 million customers and is the world's fastest growing global cryptocurrency platform. The company is committed to accelerating cryptocurrency adoption through innovation and empowering builders, creators, and entrepreneurs to develop a fairer and more equitable digital ecosystem.