Technical Support Engineer (AI/ML)

About the Job:
Binance is the global blockchain company behind the world’s largest digital asset exchange by trading volume and users, serving a greater mission to accelerate cryptocurrency adoption and increase the freedom of money. As part of the Binance Accelerator Program (BAP), we are looking for candidates to join our TechOps team as Technical Support Engineers. This role offers a unique opportunity to gain hands-on experience in technical operations while working with cutting-edge AI and Machine Learning technologies.

Responsibilities:

• Provide technical support and manage urgent escalations in high-traffic production environments, ensuring smooth operations.
• Collaborate closely with stakeholders, including customers, product managers, developers, and the management team, to resolve issues effectively.
• Analyze service ticket data to identify root causes, draft Root Cause Analysis (RCA) reports, and recommend system-level improvements.
• Work with global product and development teams to participate in iteration, release, and roadmap planning.
• Manage multiple incidents and deadlines in a fast-paced, dynamic environment with high flexibility and prioritization skills.
• Continuously improve service quality and efficiency through process optimization, coaching, and documentation.
• Support and optimize customer and business processes, integrating AI and Machine Learning solutions where applicable.

Requirements:

• Currently pursuing or recently graduated with a degree in Computer Science or a related field (preferably with relevant internship experience).
• Strong capabilities to identify, analyze, and resolve problems logically and systematically.
• Experience in Unix/Linux with shell scripting.
• Familiarity with databases (Oracle, MySQL).
• Experience in Web or App-related project support with technologies such as HTTP protocol, JavaScript, RESTful APIs, JSON, Web Services, and TCP/IP.
• Understanding of software development methodologies and coding standards.
• Experience with software application debugging and troubleshooting.
• Familiarity with technical support processes and escalation management.
• Passionate about technical support and solving complicated customer issues.
• Ability to fluently communicate with engineers, product managers, and customers.
• Comfortable performing shift work (e.g., 7am-4pm, 10am-7pm from Monday to Friday, Tuesday to Saturday, or Sunday to Thursday) - shifts will rotate after 2-3 months.
• Ability to start this program in January/February 2025 for 6 months.

Language Requirements:
Fluency in English is required.

Networking Opportunities:
The Binance Accelerator Program also focuses on networking and development to expand your professional network and build transferable skills for your career advancement.