Technical Support Associate

nXscale provides flexible outsourcing solutions for startups and scaleups. We partner with global companies to help them build teams and scale operations.

Our client is is a cryptocurrency exchange, available both as a web-based and mobile app. They strive to bring more value to the Filipino crypto community, whether through educating the public or providing our users with unmatched services.

The Tech Support Associate is in charge of receiving, tracing, reproducing, and escalating customer issues and/or complaints to the developer teams. The Tech Support Associate will act as a circuit breaker operator who will turn systems on/off/reset by following strict checklists and procedures. This position requires fundamental knowledge of technical investigation and troubleshooting.

• Support team to be front liners for issues escalated by operations or customer success for technical support.
• Receive and understand the issue raised by utilizing the right tools used by the product team.
• Analyze production data and logs to determine what has been encountered and determine if the behavior is as designed or a bug.
• Provide feedback to operations or customer success to the result of the investigation in a timely manner at the same time. Providing information in a high level perspective.
• Create necessary bug tickets that include severity, detailed replication steps to reproduce the issue.
• Monitors the infrastructure of the company through various monitoring tools and alarms and responds to service interruption alerts escalated by internal teams through various channels.
• Responsible in handling emails and chat escalated issues, alarms/warning, proactively create tickets, updates received from the different support groups including but not limited to Operations and Customer Relationship Management teams.
• Assess and validate the priority of the incident. Then, escalate to the corresponding support group.
• Create tickets, send timely updates to different tech groups and record all reports/information on the ticket to track down the issue. Follow any special handling process and/or procedures stated on the Tech Playbook.
• Maintains a broad knowledge of state-of-the-art computer technology, equipment, and systems; participates in professional development activities as appropriate.

• Fresh graduate can apply
• Cryptocurrency background is an advantage
• Able to learn the ins and outs of multiple platforms with different development stages (Maintenance, New Feature)

• Customer service skills to communicate to partners and clients professionally

• Must be amenable to work in shifting schedule (including night/weekend shifts)
• Shows aptitude for problem solving, analytical with keen attention to detail and is a quick learner.
• Must have passion to learn new technologies and is highly trainable.

We are an equal opportunity recruiter and employer and value diversity most at nXscale. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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