Tech Support Lead (El Salvador Based Location)
About AlphaPoint:
AlphaPoint is a financial technology company powering digital asset exchanges and brokerages worldwide. Through its secure, scalable, and customizable white-label digital asset trading platform, AlphaPoint has enabled over 150 customers in 35 countries to launch and operate digital asset markets, as well as digitize assets. AlphaPoint and its award-winning blockchain technology have helped startups and institutions discover and execute their blockchain strategies since 2013.
Position Profile:
AlphaPoint is looking for a Technical Support Engineer Lead who will coordinate activities and solve technical issues that arise on a day-to-day basis. Keep a strong customer focus by understanding their needs, challenges, expectations and will coordinate training sessions for external and internal customers on how to use various systems. Open to candidates from Latin America regions. Position based in El Salvador.
Job Responsibilities:
- Proactively engage with stakeholders to gather feedback, address concerns, and ensure satisfaction.
- Lead the service delivery process in partnership with AP teams and third parties, ensuring alignment.
- Coordinate responses to customer inquiries and assist in troubleshooting and resolving technical issues
- Monitor performance of the team and reassign duties as appropriate
- Support Service Delivery Management with relevant and timely information
- Ensure SLA's are maintained within specified deadlines
- Attend meetings to analyze, troubleshoot and diagnose systems problems of the customers
- Document issues, errors, and questions encountered in the system by the customers or users
- Create training materials and instructional guides on how to use and navigate the system
- Conduct training sessions for customers on how to use and navigate the AlphaPoint products and systems.
- Bilingual: Spanish/English highly preferred
- On Call Schedule when needed.
- Applicants located in LATAM are encouraged to apply
Required Skills & Experience
- Experience of leading a successful team with the ability to motivate and deliver results through others on a consistent basis
- Capable of balancing priorities in a fast-paced working environment
- Experience with SOA, SOAP, XML, JSON, Messaging, Restful architecture is highly desired
- Experience with Mobile platforms including iOS, Android apps is highly desired
- 5+ years’ experience in customer service focusing on software products and services
- Experience of working in a service provider environment
- Excellent oral, written, and interpersonal skills
- Communicate effectively with cross-functional teams. Serve as a liaison between technical and non-technical stakeholders, bridging communication gaps and fostering collaboration.
- Excellent listening and questioning skills
- Able to accept constructive feedback and criticism
- On-hand experience with monitoring and logging procedures using tools like New Relic, Loki, Grafana or similar.
- Tech-savvy, organized, knows how to prioritize, a problem solver
- Passionate about technology, particularly relating to Cryptocurrency, Defi, Blockchain
Here are some of the benefits of working at AlphaPoint:
- Competitive salary
- Relocation package provided
- Unlimited PTO
- Computer equipment and workplace furniture to suit your needs
- Great colleagues and an inspiring startup environment with colleagues internationally
- $100 of the Cryptocurrency of your choice upon signing
- $2500/year for learning and development
*Benefits may differ depending on the location of hire.
*Note: Please submit your resume in English