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Technical Support Analyst – Digital Assets

National Bank of Canada
Toronto, CAN
Full-time
Onsite
Discovered 6 days ago
Digital assets and cryptocurrencyBlockchain ecosystems and smart contractsApplication and technical supportIncident managementWindows or LinuxSQL

Full Job Posting

Role overview

Provides Level 1/2 operational and technical support for institutional digital-asset platforms and workflows.

Supports cryptocurrency trading and execution, tokenization, custody, settlement, treasury, reconciliation, and digital or smart-contract activity.

Works with OMS/EMS, Coinbase Prime, TRES, internal applications, blockchain explorers, APIs, data feeds, and financial or accounting systems.

Responsibilities

  • Act as first point of contact for digital-asset platform incidents, service requests, and user inquiries.
  • Monitor trading, custody, settlement, wallet, accounting, reconciliation, and blockchain-processing services.
  • Record, categorize, prioritize, and track incidents in the service-management system.
  • Use runbooks to investigate common errors, failed processes, delayed transactions, access issues, and data discrepancies.
  • Verify platform availability, API connectivity, scheduled jobs, data feeds, wallet balances, transaction status, and alerts.
  • Support access, roles, authentication, and entitlements under established security procedures.
  • Provide timely incident updates, maintain support records, and escalate incidents based on severity, financial exposure, security risk, and service-level requirements.

Prerequisites

  • Diploma or degree in computer science, IT, finance, accounting, business technology, or related discipline; equivalent practical experience is considered.
  • One to three years in technical support, application support, service desk, financial operations, trading support, or digital-asset operations.
  • Practical knowledge of digital assets, blockchain ecosystems, smart contracts, and the trade lifecycle; familiarity with exchanges, institutional platforms, custodians, and blockchain explorers.
  • Strong Windows and/or Linux knowledge and experience with application support, monitoring, log analysis, and incident-management tools.
  • Proficiency in SQL and understanding of APIs, REST, JSON, authentication, HTTP status codes, webhooks, SFTP, and CSV.
  • Familiarity with FIX messaging and WebSocket market-data feeds; basic Python, PowerShell, Bash, or similar scripting.
  • Experience with Coinbase Prime, TRES Finance, or comparable platforms and exposure to AWS, Azure, or Google Cloud.
  • Awareness of KYC, AML, sanctions screening, transaction monitoring, and Travel Rule requirements.

Language

  • English language ability is specified.

Work arrangement

  • The posting specifies a hybrid work environment and flexible schedule.

Role details

Permanent, full-time role in Toronto.

Part of the Electronic Trading sector and reports to the Senior Director.

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