Technical Support Engineer

About Paradigm

• Paradigm is a zero-fee, institutional liquidity network for derivatives traders across CeFi and DeFi.
• We provide unified access to multi-asset, multi-protocol liquidity on demand without compromising on execution preferences, costs, and immediacy.
• We’ve built the largest network of institutional counterparties in crypto, with over 1000 institutional clients trading over $10 B per month.
• We are a diverse, global team led by our organizational principles and united by our mission to bring on-demand liquidity for traders, anytime and anywhere, without compromises. We also strive to ship faster than anyone else in the industry!
• We are backed by the best traders and investors in the space, including Jump Capital, Genesis Trading, Dragonfly Capital, QCP Capital, Optiver US, IMC, GSR Markets, Akuna Capital, Fidelity Digital Assets CMT Digital, Goldentree Asset Management, Amber Group, OK Group, Bybit Fintech, and CoinShares.

Your mission

You’ll bridge the complex world of decentralized trading with our users’ needs. You’ll deliver expert technical guidance, collaborate with our development team to resolve issues, and help shape our support infrastructure. This role offers continuous growth opportunities in both defi and customer experience.

What You’ll Do

• User Interaction Support: Serve as the primary technical contact for users in public channels, handling a variety of questions on our trading platforms.
• Tier 1 Support: Act as the first contact for customers who reach out via our ticketing system to triage and respond to issues reported by users escalating when needed.
• Advanced Troubleshooting: Use different tools like Postman, Datadog, and Grafana to debug user-reported issues or reproduce bugs in order to escalate to engineering.
• Collaboration: Work closely with Core Engineering Teams to resolve technical issues and manage the Paradigm Product Knowledge Base, including API documentation and technical guides.
• Documentation: Contribute to both internal and external documentation based on feedback from users, feature changes or updates, and knowledge acquired.

What You Bring

• Client Communication: Exceptional communication skills with the ability to engage proactively with clients. 5+ years of experience in a client facing role
• Technical Proficiencies: Experience with Datadog, Grafana, and other observability tools as well as notions of SQL and Python or other scripting languages
• Independent Worker: Capacity to operate independently with minimal supervision and a readiness to take initiative.
• On-call Availability: Willingness to be on-call, including occasional weekends.
• GitHub Experience: Familiarity with using GitHub for code changes, CI workflows, and feature development.
• API Mastery: Proven experience with API integration and support along with tooling to help debug them such as Postman.

Nice to Have

• Coding Knowledge: Ability to code in Python, Go, or another common programming language.
• Crypto Knowledge: Experience in crypto trading, derivatives, working with trading platforms or Crypto Exchange APIs.
• Automation and Scripting: Skills in writing scripts or building tooling on automation platforms.
• Certifications: Any Datadog certification is a plus.

Your Perks & Benefits

• Competitive Pay: Top-tier compensation in the industry.
• Generous PTO: Unlimited vacation.
• Full Benefits: Comprehensive packages tailored by country.
• Technology & Learning Allowances: 3,500 USD for your first-year setup, $2,000 USD refresh every 2 years, plus $1,000 USD annually for learning and development.

Paradigm is an equal opportunity employer.