Binance Accelerator Programme - Technical Support Engineer (AI/ML)

Binance is the global blockchain company behind the world’s largest digital asset exchange by trading volume and users, serving a greater mission to accelerate cryptocurrency adoption and increase the freedom of money.

Are you looking to be a part of the most influential company in the blockchain industry and contribute to the cryptocurrency revolution that is changing the world?

About Binance Accelerator Program (BAP)

The Binance Accelerator Program is a concise 6-month program designed to provide an immersive experience in the rapidly expanding Web3 space. You will have the opportunity to experience life at Binance and understand what goes on behind the scenes of the world’s leading blockchain ecosystem. Alongside your job, there will be a focus on networking and development, which will expand your professional network and build transferable skills to propel you forward in your career. You will be hired under a junior fixed-term contract.

Who may apply

Current students and recent graduates who can work 5 days per week.

About this job

We are looking for a candidate to join our TechOps team as BAP in Technical Support.

This role offers a unique opportunity to gain hands-on experience in technical operations while working with cutting-edge AI and Machine Learning technologies.

Responsibilities:

• Provide technical support and manage urgent escalations in high-traffic production environments, ensuring smooth operations.
• Collaborate closely with stakeholders, including customers, product managers, developers, and the management team, to resolve issues effectively.
• Analyze service ticket data to identify root causes, draft Root Cause Analysis (RCA) reports, and recommend system-level improvements.
• Work with global product and development teams to participate in iteration, release, and roadmap planning.
• Manage multiple incidents and deadlines in a fast-paced, dynamic environment with high flexibility and prioritization skills.
• Continuously improve service quality and efficiency through process optimization, coaching, and documentation.
• Support and optimize customer and business processes, integrating AI and Machine Learning solutions where applicable.

Requirements:

• Undergraduates in Computer Science or related field (preferably with relevant internship experience) can be considered.
• Strong capabilities to identify, analyze, and resolve problems logically and systematically.
• Experience with Unix/Linux and shell scripting.
• Database experience (Oracle, MySQL).
• Web or App related project support experience with HTTP protocol, JavaScript, RESTful, JSON, Web Service, TCP/IP, Linux/Unix.
• Understanding of software development methodologies and coding standards.
• Experience with software application debugging and troubleshooting.
• Familiarity with technical support processes and escalation management.
• Passion for technical support to solve complicated customer issues.
• Ability to present or speak fluently to engineers, product managers, and customers.
• Comfortable performing shift work (e.g., 7am-4pm, 10am-7pm from Monday to Friday, Tuesday to Saturday, or Sunday to Thursday) - it would be rotated after 2-3 months.
• Ability to start this program in January/February 2025 for 6 months.