About the company
Circle is a global financial technology firm that enables businesses of all sizes to harness the power of digital currencies and public blockchains for payments, commerce and financial applications worldwide. Circle is also the principal operator of USD Coin (USDC), which has become the fastest growing, regulated and fully reserved dollar digital currency. USDC now stands at more than 45 billion and has supported about $1.4 trillion in transactions over the past year.
Job Summary
What you'll work on:
šEngaging with customers and providing prompt and accurate follow-up to resolve issues that come in through Slack and tickets. šManaging technical and product issues as well as escalations, delivering the highest level of developer satisfaction by resolving technical issues. šTriaging, investigating, identifying and resolving technical issues related to cryptocurrency transactions, blockchain ledger logs and API integrations. šProviding coverage through "on-call" shifts as needed to support our global 24/7 support model. šBuilding and improving our internal support tooling and reporting. šConsulting on projects to improve help documentation on our knowledge base and maintaining an internal library of qualified answers to frequently asked questions. šMeeting defined Service Level Agreements, Objectives and Key Results.
You will aspire to our four core values:
šMultistakeholder - you have dedication and commitment to our customers, shareholders, employees and families and local communities. šMindful - you seek to be respectful, an active listener and to pay attention to detail. šDriven by Excellence - you are driven by our mission and our passion for customer success which means you relentlessly pursue excellence, that you do not tolerate mediocrity and you work intensely to achieve your goals. šHigh Integrity - you seek open and honest communication, and you hold yourself to very high moral and ethical standards. You reject manipulation, dishonesty and intolerance.
What youāll bring to Circle:
š2+ years prior experience in technical issue resolution in a fast paced global support team supporting SaaS based product or relevant experience in financial services. šProgramming experience in one or more of the following languages: Java, PHP, Objective-C, Python and Golang. šIdeally an understanding of AWS and GCP cloud solutions, REST APIs, distributed systems, databases, and developer tools. šKnowledge in the following tools preferred: SQL, Postman, Kibana, Jira , Salesforce, Confluence. šExperience in helping customers to diagnose and debug development issues. šExperience with developer communities such as Discord or Stackoverflow. šDemonstrated problem-solving approach and analytical skills. šHave a talent for writing and a skill for communicating complex problems clearly. šMultilingual skills are preferred, especially Spanish and English. šAvailability to work on weekends and holidays as needed. šExperience/familiarity with Slack, Apple MacOS and GSuite.