Technical Support Analyst – Digital Assets

Role overview

Workplace and schedule

• The position has a hybrid work environment and a flexible schedule.

Responsibilities

• Serve as the 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.
• Follow and contribute to runbooks for 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 system alerts.
• Support access, role assignments, authentication, and entitlement requests under established security procedures.
• Provide incident updates, maintain accurate support records, and escalate issues based on severity, financial exposure, security risk, and service-level requirements.

Requirements

• Diploma or degree in computer science, information technology, finance, accounting, business technology, or a related discipline; equivalent practical experience is considered.
• One to three years of experience in technical support, application support, service desk, financial operations, trading support, or digital-asset operations.
• Practical knowledge of digital assets, blockchain ecosystems, cryptocurrency, stablecoins, tokens, wallets, transaction processing, smart contracts, token standards, and fees.
• Understand the trade lifecycle and be familiar with centralized exchanges, institutional platforms, custodians, and blockchain explorers.
• Strong knowledge of Windows and/or Linux, with application support, monitoring, log analysis, and incident-management experience.
• Proficient in SQL and familiar with APIs, data integrations, JSON, HTTP, webhooks, SFTP, CSV, and other exchange methods.
• Familiarity with FIX and WebSocket feeds, plus basic scripting in Python, PowerShell, Bash, or similar, is listed.
• Experience with institutional digital-asset platforms and exposure to cloud environments are listed; compliance awareness is also noted.

Team and development

Benefits

• Benefits include health and wellness programs, group insurance, a pension plan, employee share ownership, assistance programs, preferential banking, community initiatives, telemedicine, and a virtual sleep clinic.