Production Support Engineer - Cryptocurrency Systems

About the Role

We are hiring a Production Support Engineer to join our dynamic team at Galaxy. This Production Support Engineer remote position is crucial for ensuring the stability and performance of our cryptocurrency business lines, including trading, risk, and settlement functions. You will be a key member of our support organization, providing high-quality client support and diagnosing complex technical issues.

What You’ll Do

• Provide front-line production support across various cryptocurrency business lines and functions, including client trading, lending, proprietary trading, trade settlement, and risk management.
• Work on automation projects to minimize manual effort and enhance the effectiveness of production support.
• Monitor system health and performance; identify and resolve issues promptly to ensure uninterrupted operations.
• Debug and troubleshoot complex applications written in Java and Python.
• Collaborate with development teams to implement fixes and enhancements to improve system stability and performance.
• Coordinate with global counterparts to ensure seamless follow-the-sun support.
• Document and maintain support procedures, runbooks, and knowledge base articles.
• Communicate effectively with clients to understand and address their support needs, provide updates on issue resolution, and ensure client satisfaction.
• Proactively identify areas for improvement in systems and processes to enhance efficiency and reliability.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
• 4+ years of experience in production support or engineering roles, preferably in finance, with direct exposure to trading system internals, post-trade processing, or real-time risk engines.
• Strong technical skills in SQL and at least one programming or scripting language, preferably Java or Python.
• Experience with incident response, root cause analysis, and structured problem-solving in a production environment.
• Detail-oriented mindset with a focus on accuracy and quality.
• Excellent verbal and written communication skills.
• Ability to build and maintain strong client relationships and provide outstanding customer service.
• Proven ability to work well in a fast-paced, dynamic environment and prioritize tasks effectively.

Nice to Have

• Experience working with cryptocurrency or electronic trading platforms.
• Experience collaborating with global counterparts across time zones.
• Knowledge of blockchain technology and cryptocurrency protocols.
• Familiarity with DevOps practices and tools.
• Relevant certifications in software development or IT support.

What We Offer

• Competitive base salary and discretionary bonus.
• Company-paid health and protective benefits for employees and their eligible dependents.
• Free virtual coaching and counseling sessions.
• Opportunities to learn about the Crypto industry.
• Smart, entrepreneurial, and fun colleagues.
• Employee Resource Groups.

Join us as a Production Support Engineer remote and help shape the future of Web3 and AI at Galaxy!