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Job Description

We are looking for a Technical Support Specialist to assist with the daily operations of a decentralized exchange (DEX). You will act as a bridge between users and the technical team, answering technical questions, collecting feedback, troubleshooting common issues, and driving product experience improvements. This position requires candidates to have a foundational knowledge of blockchain, strong communication skills, and problem-solving abilities.

Responsibilities

 Provide technical support and answers to user inquiries through channels such as Telegram, Discord, and email;

 Assist users in resolving common issues related to transaction failures, wallet connection problems, gas fees, and liquidity;

 Collect user feedback, organize, and submit it to the product and development teams for optimization;

 Create FAQs and user tutorials to enhance self-service efficiency;

 Assist the operations team in handling technical support during events;

 Collaborate with the development team to track bug fixes and feature update progress;

 Monitor on-chain abnormal behaviors (such as flash loan attacks, unusual transactions) and report them immediately;

 Regularly analyze types of user issues and propose systematic improvement suggestions;

 Follow up on cross-chain user experience issues under multi-chain deployments (such as Ethereum, BSC, Solana).

Job Requirements

 Bachelor's degree or higher, preferably in Computer Science, Information Technology, or related fields;

 Familiar with basic blockchain knowledge, DEX operating mechanisms, and common DeFi concepts (such as Swap, liquidity pools, slippage, gas fees, etc.);

 Experience with wallet tools (such as MetaMask, Phantom);

 Preferred experience in Telegram/Discord community operation or technical customer support;

 Good reading and writing skills in both Chinese and English, capable of handling international user support scenarios;

 Ability to think independently and analyze problems, skilled in summarizing user needs;

 Basic ability to use blockchain explorers (Etherscan, Solscan);

 Understanding of Web3 security risks and ability to assist in identifying phishing, fake tokens, and other risk behaviors preferred.

Additional Qualifications

 Experience using mainstream DEXs such as Uniswap, PancakeSwap, Raydium;

 Familiarity with user scenarios involving cross-chain bridges and Layer 2;

 Ability to debug front-end or contracts (able to use developer tools to view requests and logs);

 Experience with customer service systems or ticketing systems (such as Zendesk, Freshdesk).