Technical Support Engineer - HK

As a Technical Support Engineer at Digital Asset, you own and resolve client incident and request cases throughout their entire lifecycle. You document and advise clients on how to install, configure, deploy, connect and use Digital Asset products, and maintain uptime for Digital Asset's online services. You join a global team supporting the Canton Network, a blockchain purpose-built for institutional finance that combines privacy, compliance, and scalability.

What you'll do

• Triage complex software products and applications technical and business flow issues and provide assistance to customers as part of a global team of Support Engineers and SREs
• Prioritize and resolve incidents and requests raised by external and internal clients
• Document issue resolutions and FAQs not found in official product documentation
• Properly escalate unresolved issues to appropriate internal L3/L4 engineering and developer teams
• Participate in the global team's scheduled 24x7x365 on-call rotation to provide support coverage during non-business hours and weekends

What you bring

• A Bachelor's degree in computer science, engineering or a related discipline, or equivalent technical training and work experience
• Minimum 3 years of experience as a DevOps Engineer, SRE, Developer, App Support Engineer or similar technical role, preferably at a fintech, crypto/blockchain startup or financial institution
• Strong understanding and hands-on experience setting up infrastructure and deploying apps securely in cloud environments (Amazon, GCP, Azure) using Kubernetes and Docker
• Experience developing commercial applications using Java, Javascript, Python or Scala
• Experience using and administering databases, particularly SQL, PostgreSQL and/or Oracle
• A good understanding of networking protocols, firewalls and cloud computing environments
• Experience in packaging and deploying applications
• Ability to diagnose and troubleshoot technical issues, including analyzing problems, testing solutions, and recommending changes
• Familiarity with configuring and using operating systems (Linux, Windows, MacOS)
• Familiarity with connecting and configuring nodes on public blockchain networks and managing distributed apps/ledgers on these networks (Ethereum, Solana, Canton Network)
• Familiarity with connecting and using wallets to mint, burn, transfer and hold crypto tokens
• Ability to effectively interact with clients, colleagues and other stakeholders and explain technical concepts with excellent verbal, written and listening skills
• Strong problem-solving skills to identify and understand issues across the technology stack, develop solutions, research and analyze software problems, identify potential solutions and implement them, with strong attention to detail
• Customer service skills with ability to maintain a supportive approach to answer client questions, solve problems and provide solutions during pressure situations and production outages

Nice to have

• Exposure to developing smart contract distributed apps using functional programming or the Daml SDK
• Experience deploying and configuring services on cloud environments (AWS, GCP, Azure) and using containerization and orchestration tools (Docker, Kubernetes)
• Familiarity with support third-party tools such as Salesforce, Jira, Confluence, Datadog, Jaeger, Github and Grafana
• Experience in a Financial Services environment and familiarity with financial asset types or experience in the crypto industry

What we offer

• Comprehensive health and insurance benefits including medical, dental and vision coverage, varying by region for local relevance and compliance
• Family-friendly benefits and flexible work arrangements

About Digital Asset

Founded in 2014 and headquartered in New York City with offices in London, Zurich, Budapest, Hong Kong and Sydney, Digital Asset builds technologies that reshape the foundations of financial markets. The company created the Canton Network, a blockchain purpose-built for institutional finance that uniquely combines privacy, compliance and scalability, governed by the Canton Foundation with participation from leading financial institutions.