Technical Support Specialist

Description

HydraX Full-time Indonesia Hydra X provides regulatory-compliant, enterprise-ready solutions to prepare institutional clients for the future of finance. We seek to bridge the transition to a tokenised capital markets ecosystem by offering asset-agnostic solutions which allow interoperability between traditional and digital assets. Our clients include exchanges, banks, brokerages, and other financial institutions.
We are currently embarking on a significant growth plan to expand our business, and are looking for a Technical Support Specialist who enjoys troubleshooting and interacting directly with applications to join our frontline Tech Support team. The team provides 24/7 monitoring and support for our applications and works closely with the development teams to ensure reliability, maintainability and performance of the production environment.
This is an opportunity to join an entrepreneurial team, focussed on innovation and building outstanding products to support the company’s overall strategy and goals.
Responsibilities:

• Hybrid role involving customer support and technical support
• Act as the initial point of contact for support requests and alerts, production issues and any other application-related concerns from clients
• Investigate and solve issues/outages as they occur and escalate as necessary
• Troubleshoot and perform quality analysis of the application and infrastructure
• Provide daily support to users of various computer systems including answering questions, analysing problems, and quickly forming solutions to return systems to proper operational levels
• Communicate clearly and effectively with end users and colleagues to quickly resolve issues and ensure customer satisfaction
• Complete detailed reports listing requests for technical assistance, steps taken to resolve them, and specific dates/individuals involved
• Develop training manuals and troubleshooting procedures to help both support personnel and end users interact properly with our applications
• Perform and manage routine preventive maintenance and operational activities inclusive of service request and incident response
• Actively update, maintain and monitor application, cloud infrastructure and all aspects of computer networks

• A degree in Computer Science, Engineering or a related field
• At least 3 years of relevant experience in a technical support role
• Experience in multiple programming languages such as Python/Java/Go Lang/React etc. with a strong foundation in at least one or two core languages
• Self-starter who excels in fast-paced, high growth and dynamic environment. Possess the ability to thrive within a start-up environment. Process-oriented and passionate to build templates from scratch
• Highly motivated and proactive with strong ability to execute
• A strong team player who is organised, hands-on and meticulous
• Good oral and written skills in English, able to communicate effectively
• Experience dealing with fintech applications is preferred
• Familiar with networking and UX system administration will help