Senior Technical Support Engineer

About Digital Asset & the Canton Network

Digital Asset builds the technologies that are reshaping the foundations of financial markets. Our mission is to create the world’s most trusted, privacy-enabled, and interoperable digital infrastructure for global finance.

At the heart of this mission is the Canton Network - the blockchain purpose-built for institutional finance. Uniquely combining privacy, compliance, and scalability, Canton enables real-time, secure settlement across multiple asset classes. Governed by the Canton Foundation with participation from leading financial institutions, it is the proven link between the promise of blockchain and the power of global finance.

Founded in 2014 and headquartered in New York City, with offices in London, Zurich, Budapest, Hong Kong, and Sydney- we are on a mission to transform finance- and that transformation is now playing out rapidly on the Canton Network.

If you’re interested in playing a crucial role at the intersection of traditional and crypto-capital markets and want to help bring the next trillion dollars of finance on-chain, join us.

About the role:

The Sr. Technical Support Engineer is responsible for owning and resolving client incident and request cases, throughout  the entire  lifecycle of each case. It includes documenting and advising our clients on how to best install, configure, deploy, connect and use DA products and maintain utmost uptime for DA’s online services. The primary objective is to provide DA  clients with a great experience when using/learning our products.

Responsibilities:

• Triages complex software issues and provide technical assistance to customers
• Prioritizes and resolve incidents and requests raised by external and internal clients
• Documents issue resolutions and FAQs not found in our official products documentation
• Properly escalates unresolved issues to appropriate internal teams
• Participates in a scheduled on-call rotation to provide support coverage during non-business hours

What We're Looking For:

• Bachelor’s degree in computer science, engineering or related discipline (or equivalent technical training and/or work experience)
• 6+ years of experience as a Technical Support Engineer, Developer, or similar technical role
• Technical Skills - strong understanding of computer hardware and software, networking, security and other related technical skills
• Experience developing commercial applications using Java, Javascript, Python or Scala
• Experience using and administering databases, particularly SQL, PostgreSQL and/or Oracle
• Good understanding of networking protocols/firewalls and cloud computing environments
• Experienced in packaging and deploying applications 
• Ability to diagnose and troubleshoot basic technical issues (eg,analyzing problems, testing solutions, and recommending changes)
• Familiarity with configuring and using  Operating Systems (Linux/Windows/MacOS)
• Familiarity with  configuring and using blockchain based Distributed Ledgers (Fabric, Ethereum)
• Experience with deploying and configuring services on Cloud Environments (AWS, GCP, Azure), and using Containerization/Orchestration tools (Docker, Kubernetes) 
• Familiarity with using support third party tools such as (Salesforce, Jira, Confluence, Datadog, Jaeger, Github, etc..) is a strong plus
• Communication Skills - ability to effectively interact with clients, colleagues and other stakeholders and use excellent verbal, written and listening skills to explain technical concepts.
• Problem-solving Skills - able to identify and understand software issues and develop solutions to fix them.  Ability to research and analyze software problems, identify potential solutions and implement them.  Strong attention to detail and ability to be hands-on.
• Customer service skills - ability to maintain a supportive and calmative approach to answer client questions, solve problems and provide solutions in a pressure situation with clients during production outage situations.
• Continuous Learning - in the use and troubleshooting of DA products and DA developed support tools; in the use and troubleshooting of third-party products and services typically used in conjunction with DA products; and in using third-party tools used at DA
• Ability to work as a self-starter, with high energy and confidence, in a fast-paced, change-oriented environment

  Experience in working in a Financial Services environment and familiarity with Financial asset types is a plus

#LI-Hybrid

At Digital Asset, we are committed to compensation structures that reward impact consistently across our global teams. We support our people at every stage of life with comprehensive, family-forward benefits and flexible working models designed to help you do your best work.

Benefits We offer a comprehensive benefits package designed to support the well-being of our team members. Health and insurance benefits vary by region to ensure local relevance and compliance, and may include medical, dental, and vision coverage. 

Equal Opportunity EmployerDigital Asset is an equal opportunity employer committed. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, religion, sexual orientation, age, disability, citizenship status, veteran status, or any other basis protected by applicable law.

Employment Eligibility If and as required by applicable law, all persons hired to work at Digital Asset will be required to verify identity and eligibility to work in the location for which they have an offer to work and to complete the necessary employment eligibility verification documents upon hire.

Accommodations Applicants with disabilities who require accommodation during the application or interview process should contact [email protected].

California Privacy Act (CCPA) If you are based in California, we encourage you to read this important information for California residents linked here.