Developer Support Engineer, APAC


About the job

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Circle is a global financial technology firm that enables businesses of all sizes to harness the power of digital currency and public blockchains for payments, commerce and financial applications worldwide. Circle platforms and products provide a suite of internet-native financial services for payments, treasury infrastructure and capital formation. Circle is also a principal developer of USD Coin (USDC), which has become the fastest growing dollar digital currency in the world. USDC has grown to over 43+ billion in circulation and supported over $1.9+ trillion in transactions in the past year. Circleโ€™s payments and treasury infrastructure services available through the Circle Account and APIs helps bridge the legacy financial system and digital currency and blockchain based finance. Combined, Circleโ€™s suite of services helps companies to participate in a more open, global and inclusive financial system.

What Youโ€™ll Be Part Of

With the mission โ€œTo raise global economic prosperity through the frictionless exchange of financial value,โ€ Circle was founded on the belief that the internet, blockchains and digital currency will rewire the global economic system, creating a fundamentally more open, inclusive, efficient and integrated world economy. We envision a global economy where people and businesses everywhere can more freely connect and transact with each other with new technologies for digital money and internet-native finance. We believe such a system can raise prosperity for people and companies everywhere. Our mission is powered by the values we espouse and which we expect all Circlers to respect. We are Multistakeholder, serving the needs of our customers, our shareholders, our employees and families, our local communities and our world. Furthermore, we are also Mindful, Driven by Excellence, and High Integrity.

What Youโ€™ll Be Responsible For

Circle is looking for a Developer Support Engineer who will provide world-class support to customers using the Circle Platform. You will become an expert in helping clients with our API-based products and consulting with external developers. You enjoy the challenge of solving open-ended problems in a timely manner and you are passionate about customer experience. You enjoy building at the earliest stages. You care deeply about contributing and improving company processes, and you enjoy moving at a fast pace, building a long-lasting foundation, and helping customers thrive.

What You'll Work On
  • Engage with customers and provide prompt and accurate follow-up to resolve issues that come in through Slack and tickets.
  • Manage technical and product issues as well as escalations, delivering the highest level of developer satisfaction by resolving technical issues.
  • Triage, investigate, identify and resolve technical issues related to cryptocurrency transactions, blockchain ledger logs and API integrations.
  • Provide coverage through "on-call" shifts as needed to support our global support model.
  • Responsible for building and improving our internal support tooling and reporting.
  • Consult on projects to improve help documentation on our knowledge base and maintain an internal library of qualified answers to frequently asked questions.
  • Meet defined Service Level Agreements, Objectives and Key Results.
You Will Aspire To Our Four Core Values
  • Multistakeholder - you have dedication and commitment to our customers, shareholders, employees and families and local communities.
  • Mindful - you seek to be respectful, an active listener and to pay attention to detail.
  • Driven by Excellence - you are driven by our mission and our passion for customer success which means you relentlessly pursue excellence, that you do not tolerate mediocrity and you work intensely to achieve your goals.
  • High Integrity - you seek open and honest communication, and you hold yourself to very high moral and ethical standards. You reject manipulation, dishonesty and intolerance.
What Youโ€™ll Bring To Circle
  • 2+ years prior experience in technical issue resolution in a fast paced global support team supporting SaaS based product or relevant experience in financial services.
  • Programming experience in one or more of the following languages: Java, PHP, Objective-C, Python and Golang.
  • Ideally an understanding of AWS and GCP cloud solutions, REST APIs, distributed systems, databases, and developer tools.
  • Knowledge in the following tools preferred: SQL, Postman, Kibana, Jira , Salesforce, Confluence.
  • Experience in helping customers to diagnose and debug development issues.
  • Experience with developer communities such as Discord or Stackoverflow.
  • Demonstrated problem-solving approach and analytical skills.
  • Have a talent for writing and a skill for communicating complex problems clearly.
  • Experience/familiarity with Slack, Apple MacOS and GSuite.
  • Multilingual skills preferred, especially Mandarin and English.
  • Availability to work on weekends and holidays as needed.
We are an equal opportunity employer and value diversity at Circle. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Desired Skills and Experience

MacOS, Confluence, PHP, Analytical Skills, Customer Experience, REST, Pay Attention to Detail, SQL, JIRA, SaaS, GCP, Java, API, Bridge, Databases

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