Application Support Engineering Analyst

Almanak Blockchain Labs is a data science & research-oriented company, dedicated towards understanding and designing the next generation of decentralized networks. The company is backed by top VCs.

We use AI and Simulation to optimize and improve top tier decentralized finance & gaming protocols. Our ultimate objective is to use cutting edge data modeling to maximize their profitability while simultaneously ensuring economic security.

Our culture is centered around disciplined pursuit of knowledge, meritocracy, impact on our partner’s businesses and data-backed performance. We are a collective of execs and technologists from companies such as Google, McKinsey, Uber, EY and DBS Bank.

We are looking for an Application Support Analyst to join our team and provide technical support to our clients. In this role, you will be responsible for troubleshooting and resolving issues related to our simulation software and platform. You will work closely with our clients to understand their needs, communicate technical solutions, and provide timely and effective support. You will also collaborate with our internal teams to identify recurring issues and contribute to the improvement of our products and processes.

Responsibilities

• Diagnose and resolve technical issues related to our simulation software, serving as the first and second levels of support (L1 and L2).
• Collaborate closely with clients to understand their technical problems and provide solutions that are easy to comprehend for non-technical users.
• Work on software development tasks, including fixing bugs, addressing technical debt, enhancing existing features, and developing new small features.
• Contribute to the creation and management of CI/CD pipelines and release management processes to ensure smooth and reliable software deployment.
• Engage with cross-functional teams, including product managers and engineers, to address complex technical challenges and improve product quality and performance.
• Maintain comprehensive documentation of support issues, resolutions, and software modifications to ensure knowledge sharing and process efficiency.
• Keep abreast of the latest technologies and industry trends to enhance support quality and offer insightful advice to clients.

• 1-3 years of experience in a technical support, software engineering, or similar role, with a proven track record of problem-solving and technical troubleshooting.
• Proficiency in Python or Javascript programming, with the ability to write, read, and debug code effectively to resolve issues and implement software enhancements.
• Familiarity with DevOps practices, including CI/CD pipelines, feature flags, and unit testing, to support efficient software development and deployment processes.
• Exceptional communication skills with a capability to articulate complex technical information in a clear and concise manner to non-technical stakeholders.
• A customer-focused approach, dedicated to providing high-quality support and solutions to client inquiries and issues.
• The ability to work collaboratively with team members across different functions and disciplines, prioritizing tasks and managing multiple projects simultaneously.
• Basic understanding of software development concepts and technologies, with a willingness to continuously learn and adapt to new tools and practices.
• Knowledge of the blockchain industry and decentralized finance (DeFi) is advantageous but not required.
• Additional Qualifications:
• English language proficiency for effective written communication.
• Attention to detail and a commitment to excellence in all aspects of technical support and software development.

• Compensation: You’ll receive competitive compensation, consisting of either fiat/crypto remuneration
• Flexible schedule & remote work: You’ll be able to work remotely and manage your own time. We want you to work from a place that makes you the happiest, and contributes to your overall well-being.
• Impact: You’ll work with some of the smartest people in the space and play a pivotal role in influencing the way some of the most popular crypto applications are built.