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 highly skilled Technical Support Engineer with strong programming skills to join our dynamic team. The successful candidate will be responsible for providing technical support to our clients, including debugging and resolving software issues. They will be required to work on shifts and have a solid understanding of programming concepts. 

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
• Participate in software testing and validation processes to ensure that software products are functioning optimally
• 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  

Qualifications & Requirements

• A degree in Computer Science, Engineering or a related field  
• At least 3 years of relevant experience in a technical support role or software development, with a strong understanding of programming concepts and hands-on coding experience
• Experience in at least one programming language such as Python/Java/Go Lang/React etc. 
• Self-starter who excels in a 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
• Ability to work well in a team and independently with minimal supervision
• Good oral and written skills in English, able to communicate effectively
• Experience dealing with fintech applications is preferred