• Be the frontliner for issues escalated by Operations or Customer Success for technical support.
• Receive and analyze reported issues using available tools (logs, dashboards, APIs, monitoring systems).
• Investigate and determine if the reported issue is a bug or expected system behavior.
• Provide timely updates to internal teams with clear, high-level summaries of investigations.
• Write detailed bug tickets in Jira, ensuring clear replication steps and severity categorization.
• Execute first-level troubleshooting via scripts, API calls (Postman), or system tools where applicable.
  
  

• Identify and ensure proper escalation of issues to the appropriate team (CyberSec, DevOps, Engineering, etc.).
• Assess and validate the priority and severity of incidents based on operational impact.
• Create tickets and maintain records of all escalations, following protocols in the Tech Playbook.
• Monitor ongoing investigations and ensure they progress towards resolution.
  
  

• Monitor company infrastructure through various monitoring tools and alarms.
• Respond to service interruptions escalated by internal teams via Jira, Slack, or email.
• Handle email and chat escalations, proactively create tickets, and communicate updates across teams.
  
  

• Ensure all internal trackers are updated regularly, including Jira.
• Maintain and update tracking sheets to ensure accurate reporting and escalation records.
• Follow standard playbooks for issue handling and suggest improvements to streamline processes.
  
  

• Strong problem-solving skills and a proactive attitude.
• Comfortable working with ticketing systems (Jira experience is a plus but not required).
• Good communication skills and ability to work with cross-functional teams.
• Ability to prioritize tasks and manage time effectively.
• Willingness to learn and adapt to new tools and processes.
  
  

• Experience with APIs is a plus (understanding how to interact with APIs to fetch or send data).
• Experience with reading logs and monitoring dashboards is a plus.
• Experience in the crypto space, centralized exchanges, or blockchain is a plus.
• Understanding of financial technology, payments, or crypto-related operations is a plus.
• Experience in an operational or support role within a Financial Tech company.
  
  

• We prioritize clear and transparent communication, ensuring that there is clarity among everyone we work with.
• We aim to have a collaborative environment, where innovative ideas in investment strategies are shared openly and constructively, driving the industry forward.
  
  

• We think about how our decisions impact our customers and ensure we provide the best experience that we can.
• We believe in building lasting relationships with our clients, constantly learning from and listening to them, and always striving to look out for what’s best for both sides.
  
  

• We always aim to do the right thing and to do the right thing, excellently. We take accountability seriously and uphold ourselves to high standards, ensuring that we execute with attention to detail.
• We are dedicated to the long-term success of our clients in the dynamic world of financial technology, maintaining integrity and professionalism in every aspect of our work.

Please refer to job description.