Senior Technology Support Engineer

ABFinance is a US-based firm building digital finance for the future. Our vision is to create a full financial ecosystem where digital assets, traditional finance, and everyday money management live in one seamless experience that is made available to everyone. Founded by a team of innovators, traders, and compliance professionals, our mission is to bring digital assets to the mainstream through secure, regulated products. Our flagship ecosystem combines a compliant, security-first crypto exchange serving both retail and institutional clients, alongside a Debit Card that enables everyday spending and smooth bridging between fiat and digital assets, supported by core capabilities such as spot trading and yield generation products. About the Role Senior Technology Support Engineer responsible for supporting high-volume transaction traffic on blockchain-based financial platforms. Responsibilities Provide technical support and handle urgent escalations from external and internal customers in high-volume production environments; collaborate closely with all stakeholders including customers, product managers, developers, and management. Investigate transaction and customer issues using SQL queries against database tables, log analysis via ELK, custom scripts, or Linux command-line tools. Support institutional and individual API users with technical integration issues, usage guidance, and solution recommendations. Analyze service ticket data, identify incident root causes, produce Root Cause Analysis (RCA) reports, and follow through on system-level improvements. Work closely with product and engineering teams across global offices; participate in iteration planning, release cycles, and roadmap reviews in a timely manner. Demonstrate flexibility in prioritizing multiple concurrent incidents and deadlines in a fast-paced, rapidly evolving organization. Take strong ownership of continuously improving service quality and operational efficiency. Provide coaching, training, process identification, optimization guidance, and documentation for customer-facing and business support workflows. Requirements Strong capability to identify, analyze, and resolve problems in a logical and systematic manner. 5–10+ years of experience in technical support or financial technology (FinTech) industries. 2+ years of hands-on development experience in Java, C++, or another object-oriented language. 2+ years of SQL experience with Oracle or MySQL. 2+ years of web or mobile application support experience, including proficiency with HTTP, JavaScript, RESTful APIs, JSON, Web Services, TCP/IP, and Linux/Unix environments. Solid understanding of software development methodologies and coding standards. Proven experience in software application debugging and troubleshooting. Familiarity with technical support processes and escalation management frameworks. Genuine passion for solving complex customer problems through technical expertise. Strong written and spoken English communication skills. Bachelor’s or master’s degree in computer science, Mathematics, or a related scientific or engineering discipline.