Binance

Tech Support Specialist

Binance

full-time

Posted on:

Location Type: Remote

Location: Singapore

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Tech Stack

Ruby on RailsSQL

About the role

  • Triage and resolve fiat product issues (bank transfer, local rails, card, payout/collection), including stuck/failed transactions, status mismatches, reversals, refunds, and reconciliation discrepancies.
  • Own end-to-end investigation: reproduce issues, collect logs/evidence, identify root cause, and coordinate fixes with Engineering/Product.
  • Manage escalations for high-severity cases and partner-impacting outages; provide clear user/partner updates and ETAs.
  • Work with PSPs, banks, and other fiat partners to diagnose connectivity, settlement, and callback/webhook issues.
  • Validate partner integrations (API requests/responses, signature/auth failures, idempotency handling, error codes, retries, and timeouts).
  • Support onboarding and ongoing operations for new fiat rails and country launches (configuration checks, test transactions, rollout readiness).
  • Improve troubleshooting playbooks and internal tooling; document known issues, workaround steps, and escalation paths.
  • Drive post-incident reviews (RCA) and track corrective/preventive actions.
  • Monitor key service health signals and raise anomalies early (failure rates, latency, chargebacks, refunds, reconciliation breaks).
  • Coordinate with Compliance/Risk teams on cases involving KYC/AML triggers, sanctions screening, fraud indicators, chargebacks, and suspicious patterns.
  • Ensure sensitive data is handled appropriately and processes follow internal policies.

Requirements

  • 2+ years experience in technical support / operations / incident response for fintech, payments, banking, or exchange products.
  • Hands-on troubleshooting skills with APIs and transaction systems: HTTP, JSON, webhooks, error codes, retries, idempotency.
  • Strong data and investigation ability: reading logs, analyzing transaction lifecycles, using SQL/spreadsheets to validate reconciliation results.
  • Familiarity with fiat payment concepts: authorization vs capture, settlement, refunds/reversals, chargebacks, payout vs collection, cut-off times.
  • Excellent written communication for user/partner updates and internal incident coordination.
Benefits
  • Competitive salary and company benefits
  • Work-from-home arrangement (the arrangement may vary depending on the work nature of the business team)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
APIHTTPJSONwebhookserror codesretriesidempotencySQLspreadsheetstroubleshooting
Soft Skills
written communicationinvestigation abilityproblem-solvingcoordinationdocumentation