About the Role
You will investigate and troubleshoot technical issues, classify findings, and create detailed Jira bug reports. You will monitor infrastructure, alerts, and logs; respond to service disruptions; coordinate escalations; maintain incident documentation; and improve troubleshooting, reporting, and escalation workflows.
Requirements
- 2–4 years of experience in technical support or incident management.
- Ability to troubleshoot logs, APIs, monitoring tools, and system dashboards.
- Experience using Jira ticketing and writing detailed bug reports.
- Ability to lead stakeholder discussions and provide technical insights.
- Experience with first-level troubleshooting using scripts, Postman, API calls, or system tools.
- Ability to communicate technical findings clearly to different teams.
- Experience handling real-time incidents and coordinating escalations with Engineering, DevOps, or Security teams.
- Ability to manage priorities independently and follow through on escalations.
- Experience reading API documentation, interacting with API endpoints, or debugging API calls.
- Experience in crypto, centralized exchanges, or blockchain.
Responsibilities
- Investigate, troubleshoot, and classify operational and customer-support issues.
- Create detailed Jira bug reports and summarize findings.
- Perform first-level troubleshooting using scripts, APIs, Postman, and system tools.
- Assess issue impact, priority, and severity before escalating.
- Escalate validated issues to CyberSec, DevOps, and Engineering teams.
- Track escalations through resolution.
- Monitor alerts, logs, and infrastructure for issues.
- Respond to service disruptions and provide timely incident updates.
- Maintain troubleshooting guides, incident documentation, playbooks, and trackers.
- Improve escalation, reporting, and incident-handling workflows.