Senior Production Support Engineer

Galaxy•New York, NY

30d

About The Position

We’re seeking a Senior Production Support Engineer, ideally with experience in the financial services or cryptocurrency industry, to join our dynamic team supporting and owning mission-critical software systems. As a senior member of our support organization, you’ll play a key role in ensuring the stability, scalability, and performance of our cryptocurrency business lines, including trading, risk, and settlement functions. You’ll take ownership of critical production environments, provide high-quality client support, lead incident response, diagnose and resolve complex technical issues, and work closely with development teams to implement systemic fixes and long-term reliability improvements.

Requirements

Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
8+ years of experience in production support or engineering roles in crypto or 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.
Demonstrated ability to lead critical incidents and communicate effectively with technical and business stakeholders.
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.
Fluent in English.

Nice To Haves

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

Responsibilities

Own and lead front-line production support across various cryptocurrency business lines and functions, including client trading, lending, proprietary trading, trade settlement, and risk management.
Drive and automate projects to minimize manual effort and enhance the effectiveness of production support.
Monitor system health and performance; identify and resolve complex issues promptly to ensure uninterrupted operations.
Debug and troubleshoot complex applications written in Java and Python, providing technical leadership during incidents.
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.
Act as a mentor to junior engineers, sharing best practices and promoting a culture of operational excellence.
Proactively identify systemic issues and partner with developers to implement sustainable fixes.

Benefits

Competitive base salary and discretionary bonus
Flexible Time Off (i.e. unlimited paid vacation days)
Company paid Holidays (11)
Company paid sick leave
Company-paid health and protective benefits for employees, partners, and other dependents
3% 401(k) company contribution
Generous paid Parental Leave
Free virtual coaching and counseling sessions through Headspace
Opportunities to learn about the Crypto industry
Free daily snacks in-office
Smart, entrepreneurial, and fun colleagues
Employee Resource Groups