About AlphaPoint:
AlphaPoint is a financial technology company powering digital asset exchanges and brokerages worldwide. Through its secure, scalable, and customizable white-label digital asset trading platform, AlphaPoint has enabled over 150 customers in 35 countries to launch and operate digital asset markets, as well as digitize assets. AlphaPoint and its award-winning blockchain technology have helped startups and institutions discover and execute their blockchain strategies since 2013.Position Profile:As a Software Tech Support Engineer Lead within our company, you will lead a team of skilled engineers providing technical guidance, mentorship, and fostering a collaborative and innovative work environment. Reporting directly to the Service Manager, you will contribute to strategic decision-making while actively participating in hands-on coding and system design. Open to candidates from Latin America regions. Position based in El Salvador.Job Responsibilities:
- Proactively engage with stakeholders to gather feedback, address concerns, and ensure satisfaction.
- Lead the service delivery process in partnership with AP teams and third parties, ensuring alignment.
- Coordinate customer communications and assist in troubleshooting and resolving software issues.
- Monitor performance of the team and reassign duties as appropriate
- Support Service Delivery Management with relevant and timely information
- Ensure SLA's are maintained within specified deadlines
- Attend meetings to analyze, troubleshoot and diagnose software problems of the customers
- Document issues, errors, and questions encountered in the system by the customers or users
- Create training materials and instructional guides on how to use and navigate the system
- Conduct training sessions for customers and clients on how to use and navigate the products and systems of AlphaPoint
- Bilingual: Spanish/English highly preferred
- Applicants who are located in LATAM are encouraged to apply
- On Call Schedule when needed.
Required Skills & Experience
- Experience of leading a successful team with the ability to motivate and deliver results through others on a consistent basis
- Capable of balancing priorities in a fast-paced working environment
- Experience with SOA, SOAP, XML, JSON, Messaging, Restful architecture is highly desired
- Experience supporting Mobile platforms including iOS, Android apps is highly desired
- 5+ years’ experience in customer service focusing on software products and services
- Experience working in a service provider environment
- Excellent oral, written, and interpersonal skills
- Communicate effectively with cross-functional teams. Serve as a liaison between technical and non-technical stakeholders, bridging communication gaps and fostering collaboration.
- Excellent listening and questioning skills
- Able to accept constructive feedback and criticism
- On-hand experience with monitoring and logging procedures using tools like New Relic, Loki, Grafana or similar.
- Tech-savvy, organized, knows how to prioritize, a problem solver
- Passionate about technology, particularly relating to Cryptocurrency, Defi, Blockchain
Here are some of the benefits of working at AlphaPoint:
- Competitive salary
- Relocation package provided
- Unlimited PTO
- Computer equipment and workplace furniture to suit your needs
- Great colleagues and an inspiring startup environment with colleagues internationally
- $2500/year for learning and development
*Benefits may differ depending on the location of hire.*Note: Please submit your resume in English
