• Solve complex customer issues using methodical troubleshooting based on expert knowledge of SAP applications functionality and technology • Provide L4-level support for SAP PI/PO and CPI landscapes • Analyze, troubleshoot, and resolve interface failures, performance issues, and data inconsistencies • Support and maintain integrations between SAP ECC / S/4HANA, SAP Cloud applications, and third-party systems • Work on SAP CPI iFlows, adapters, and monitoring • Perform end-to-end interface analysis • Develop and debug ABAP-based integrations • Handle incident, problem, and advisory cases within SLA • Participate in customer calls and RCA discussions • Provide mentoring and guidance to junior engineers • Ensure proper documentation of solutions, RCA, and best practices

• Fields support calls, chat, email, and/or other communication from users with inquiries regarding hosted software, connectivity, printing, and similar concerns. • Works with customers to reproduce, investigate, and resolve challenges with computer software, servers, apps, networking and hardware, while ensuring cases are in line with the current SLG’s. • Guides customers through diagnostic and troubleshooting processes, which may include the use of diagnostic tools and software and/or following verbal instructions. • Identifies and troubleshoots application alerts presented from the company monitoring software. • Identifies and escalates complex or unresolved tickets to higher-tier support or the product team, ensuring prompt and precise resolution. • Collaborates with internal staff and 3rd party vendors to research and drive to resolution customer challenges. • Identifies recurring case generation issues and works with internal and external teams to identify and implement permanent fixes. • Helps to create and maintain a culture of continuous improvement within the support and broader organization. • Performs application QA's in support of new customer setups, upgrades or patching. • Ensures that customer challenges are responded to, and information is shared with customers in line with our documented security policies. • Verifies all change management processes are followed and documented as per the current guidelines. • Creates Knowledge base articles to record and document fixes to common customer challenges. • Maintains documentation of all steps taking and customer interactions in the relevant support cases. • Demonstrates excellent verbal and written communication skills with customers and internal team. • Effectively completes training within the timeframe required by the business. • Maintains current knowledge of technological innovations and trends.

• Serves as a primary technical point of contact for customers, proactively engaging via calls and written communication to diagnose issues, build trust, and maintain strong working relationships. • Responds to customer inquiries within defined SLAs, prioritizing based on business impact and severity. • Communicates technical information clearly and professionally, tailoring explanations to customer technical proficiency. • Provides timely, accurate, and actionable updates aligned with incident severity and communication guidelines. • Advises customers on product usage, configuration best practices, and operational recommendations to prevent future issues. • Owns support cases end-to-end, maintaining accurate, concise, and technically detailed documentation within the support CRM system. • Produces clear case summaries that document root cause, troubleshooting steps, and final resolution to support knowledge reuse. • Collaborates effectively within SWARM models to resolve complex issues within SLA expectations. • Utilizes lab environments to reproduce customer issues, validate hypotheses, and test solutions. • Troubleshoots the majority of cases independently using experience, documentation, internal tools, and external research. • Identifies recurring or systemic issues and proactively recommends corrective or preventative improvements. • Authors and contributes to internal and external knowledge base articles to reduce time to resolution and improve support scalability. • Shares insights, lessons learned, and configuration guidance across the team to strengthen collective expertise. • Demonstrates strong working knowledge of supported products and underlying technologies, with the ability to mentor and assist peers. • Resolves advanced and non-routine technical issues within assigned product areas. • Applies domain expertise to evaluate complex environments, configurations, and integrations. • Provides advanced guidance on product configurations, deployment patterns, and operational best practices. • Maintains proficiency in key technical areas relevant to the role and applies that knowledge to real-world customer challenges. • Appropriately follows escalation procedures to ensure visibility, alignment, and timely resolution of high-impact or complex issues. • Partners with Regional Managers and SWARM teams to drive resolution of challenging cases and major incidents. • Builds and maintains lab environments as needed to replicate, diagnose, and resolve critical issues. • Contributes to internal enablement through advanced training sessions and technical knowledge sharing. • Identifies opportunities for process improvement and operational efficiency within the support function. • Collaborates with leadership and cross-functional teams to improve tooling, workflows, and customer outcomes. • Supports initiatives to simplify processes and improve overall support effectiveness.

Role Description We are looking for a Technical Support Engineer to join a leading DeFi company. - Act as Level 2 support, providing timely and accurate feedback to customers (toB and toC) or client service team on technical issues/enquiries. - Investigate technical issues raised by clients, perform analysis by looking into logs, and provide proper recommendations. - Produce reports of issues and classify the urgency of service incidents, escalating to the necessary teams. - Contribute to educating or supporting client services teams to improve client response. - Document work-arounds for known technical issues and define the framework of the documentation process for product changes. - Bring the client voice to internal teams, collect context information of issues, record info in Jira, and raise it to the Dev Team for further analysis or bug fixes. - Operate autonomously in a results-driven environment, requiring critical thinking and organization. - Engage in micro-interactions with industry partners, thought-leaders, and community members. Qualifications - Strong communication and collaboration skills. - Experience using multiple channels for communication, including JIRA, Zendesk, and Telegram. - Development capabilities, with mastery of at least one programming language (C++, Java, Python, JavaScript, etc.). - Familiarity with RESTful and Websocket protocols. - Experience with monitoring & troubleshooting tools, including Linux Shell Script, SQL, ELK (Kibana), and Grafana. Requirements - Ability to guide clients in implementing their trading programs with our API. - High level of engagement and passion for working in a dynamic and complex industry. Benefits - Opportunity to work in a leading DeFi company. - Engagement in a dynamic and evolving industry. Hiring Process - Screening - Assessment - Offer