Production Support Engineer (VP/Associate)

Galaxy Digital; London; On-site; GBP 50,000 - 90,000; Full time

Job description

Who We Are:

At Galaxy we are building products and services to help the world invest in economic progress. We believe crypto and blockchain innovations will permeate and improve all aspects of our global economy. Our vision is a society where value and ownership flow as freely as information. Galaxy is a digital asset and blockchain leader helping institutions, startups, and individuals access and navigate the crypto economy. As one of the most well-capitalized and trusted companies in the industry, we provide platform solutions custom-made for a digitally native ecosystem across three complementary operating businesses: Global Markets, Asset Management, and Digital Infrastructure Solutions. Our offerings include, amongst others, trading, lending, strategic advisory services, institutional-grade investment solutions across passive, active and venture strategies, proprietary bitcoin mining and hosting services, network validator services, and the development of enterprise custodial technology. Galaxy’s CEO and Founder Michael Novogratz leads a team of crypto enthusiasts, and institutional veterans focused on the future of finance and Web3. The Company is headquartered in New York City, with global offices across North America, Europe and Asia.

Additional information about the Company's businesses and products is available on www.galaxy.com.

What We Value:

We are a diverse team of free thinkers, and fast movers united to help investors and creators energize the global economy. We are looking for individuals who thrive in a culture of builders and overachievers and embrace high performance, transparent feedback, and a mission-first approach. Our culture shapes our way of working and gets us where we want to be.

• Seek Excellence.
• Be Selective To Be Effective.
• Be Highly Aligned, Loosely Coupled.
• Disagree Transparently.
• Encourage Independent Decision-Making.
• Build Dream Teams.

Who You Are:

We're seeking an experienced Production Support Engineer to join our dynamic team. As a key member of our support team, you'll play a crucial role in ensuring the smooth operation of our cryptocurrency-related business lines and functions. You'll provide exceptional client support, troubleshoot complex issues, and collaborate with development teams to implement fixes and enhancements.

What You’ll Do:

• Provide production support across various cryptocurrency business lines and functions, including client trading, lending, proprietary trading, trade settlement, and risk management.
• (VP level) Lead and manage the local production support team in London.
• 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.
• Co-ordinate 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.

What We’re Looking For:

• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field.
• 3+ years of experience in production support or related roles, preferably in the financial services industry.
• Strong technical skills in SQL and either Java or Python.
• Experience debugging and troubleshooting complex applications and systems.
• 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.

Bonus Points:

• Experience working with cryptocurrency or FX trading platforms.
• Experience working 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.

*Benefits may vary depending on location.

Galaxy respects diversity and seeks to provide equal employment opportunities to all employees and job applicants for employment without regard to actual or perceived age, race, color, creed, religion, sex or gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity or gender expression (including transgender status), sexual orientation, marital or partnership or caregiver status, ancestry, national origin, citizenship status, disability, military or veteran status, protected medical condition as defined by applicable state or local law, genetic information or predisposing genetic characteristic, or other characteristic protected by applicable federal, state, or local laws and ordinances.

We will endeavor to make a reasonable accommodation to the known limitations of a qualified applicant with a disability unless the accommodation would impose an undue hardship on the operation of our business. If you believe you require such assistance to complete the application process or to participate in an interview, please contact [e-mail].