Technical Support Engineer

Support Engineer

Be a part of who we are

Copper is a market-leading infrastructure provider for institutional investors in the exciting and fast-evolving realm of digital assets. Copper’s industry-standard solution for custody, settlement, and trading is used by some of the largest and most reputable firms, funds, and foundations in the blockchain and cryptocurrency space. Headquartered in London, UK, and backed by leading European VC investors such as Target Global, LocalGlobe, and MMC Ventures, Copper is one of the most exciting growth stories in London’s FinTech today.

Our Culture

Simply put, Copper is about getting things done. We respect each other and hold ourselves and one another to the highest standards, with the ultimate goals of delivering the best experience to our clients and promoting positive change in finance.

Confident and open-minded individuals with a positive can-do attitude and critical mind will strive at Copper and will be a part of one of the most exciting stories in today’s FinTech.

Your Role

We’re looking for an ambitious and motivated Technical Support Engineer (Level 2) to join our Engineering team.

You Will

• Responsible for investigating, triaging, and resolving tickets that flow into the help desk queue.
• Applies appropriate troubleshooting methods and techniques in resolving problems and documents all actions taken.
• Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution
• Clearly communicate and set expectations with key stakeholders (Account managers, Engineers)
• Serve as the internal and external point of contact on customer escalations and ensure customer issues are resolved as expediently as possible
• Collect information and document bugs (in Jira) for product issues that are impacting customers
• Create internal process or troubleshooting documentation
• Participate in the on-call rotation (we have 24/7 SLA’s)

Qualifications

• You have a technical background and experience working with the developer audience, end users, internal and external stakeholders.
• Knowledge of help desk ticketing and workflows (Zendesk, ServiceNow, Salesforce etc)
• SaaS technology (nice to have)
• Blockchain (nice to have)
• Knowledge of Software development processes (Agile framework, ideally Kanban)
• Great verbal and written communication skills
• Strong analytical skills

Our Technical Core Stack

• Service-Oriented Architecture (SOA), Event-Driven Architecture (RabbitMQ, Kafka)
• AWS, CI/CD pipelines.
• Scala/Java Backend/Typescript.
• ReactJS Frontend.
• Native iOS, macOS, and Windows apps in ElectronJS.