Technical Support Engineer – API

About the Company
We operate a cryptocurrency exchange used by tens of millions of traders worldwide, spanning spot, futures, margin, and wealth products across thousands of listed assets. Our institutional and API business supports trading desks, market makers, and quant funds who need their integrations working — reliably, and fast.
Why This Role
An institutional desk doesn't get in touch when an integration is humming along fine. They get in touch when a signature keeps failing, an order won't confirm, or a position feed drops mid-session — and someone needs to find out why, right now. This is a diagnosis-and-fix seat, not a build seat: you're reading the error, tracing it to its source, and getting the client trading again. If untangling other people's technical problems energizes you more than shipping your own code, you'll fit right in.
What You'll Do
Own the full troubleshooting cycle for institutional API issues — from authentication failures and connectivity drops to order-placement errors and account/position discrepancies.
Turn recurring support patterns into a living knowledge base — documentation, integration guides, and FAQs that get sharper with every ticket.
Partner with clients and internal teams to pin down root causes and land fixes that actually hold, not band-aids.
Feed what you learn from client issues and competitor benchmarking back to Product and Engineering, and pitch in on new API rollouts across QA, Ops, and BD/RM.
What You'll Bring
Non-negotiables:
A steady hand under pressure when live API issues need resolving — auth, connectivity, order flow, account/position data, error codes.
The communication range to explain a technical root cause clearly to both engineers and non-technical stakeholders; this sits in client-facing support, not development.
A track record of keeping documentation and knowledge bases genuinely useful, not just up to date.
Enough technical grounding to read REST API/WebSocket/HTTP calls, logs, and error traces independently — BA, QA, and technical-support backgrounds are all a fit here.
Full bilingual fluency in English and Chinese, written and spoken.
Bonus:
Background supporting institutional clients, quant desks, market makers, or API-driven trading users — crypto, fintech, or broader trading systems all count.
Familiarity with spot and futures/perpetual trading, order types, position mechanics, and account structures.

Work arrangement
No