Platform Support Specialist

2 weeks ago

Singapore beBeeSupport Full time $80,000 - $140,000

Our company is seeking an experienced Platform Support Specialist. As a member of our team, you will play a critical role in ensuring the availability and performance of our platforms for global users 24/7.

About the Role
  • We are looking for a highly skilled professional to own client-impacting incidents from detection to resolution, manage client communications during platform issues, coordinate with Client Services for external communications, handle escalations from high-value institutional clients, and manage service status page updates and client notifications.

As a Platform Support Specialist, your primary responsibility will be to monitor real-time platform performance metrics (response times, API latency, throughput), ensure 99.95% uptime SLA for internet-facing services, track client session management and authentication services, monitor CDN performance and geographic load distribution, oversee API rate limiting and throttling mechanisms, and manage web application firewall (WAF) alerts and security events.

Key Responsibilities
  • Client-Facing Incident Management: Respond to and resolve client-impacting incidents in a timely and efficient manner, minimizing downtime and ensuring minimal disruption to business operations.
  • Platform Monitoring and Performance: Continuously monitor platform performance metrics, identify trends and areas for improvement, and implement process changes as needed to ensure optimal platform performance.
  • Digital Channel Support: Provide support for web trading portal issues, troubleshoot mobile application connectivity and performance, manage API client connectivity and integration issues, support white-label platform implementations, handle SSO/authentication issues across channels, and monitor WebSocket connections for real-time pricing streams.
  • Client Onboarding and Integration: Assist new API clients with technical onboarding, provide connectivity testing and UAT support, assist with API documentation and integration guides, coordinate security reviews and penetration testing, manage API keys, certificates, and security credentials, and support client migration to new platform versions.
  • Security and Compliance: Monitor for suspicious activity and potential security threats, manage SSL certificate renewals and security patches, support compliance reporting for regulatory requirements, handle client KYC/AML system issues, and ensure data privacy compliance (GDPR, local regulations).
  • Platform Enhancement and Releases: Coordinate zero-downtime deployments for 24/7 availability, manage A/B testing and feature flag configurations, support blue-green deployment strategies, validate client-facing features in UAT environments, communicate platform updates via client portals and APIs, and manage backwards compatibility for API versions.

We offer a competitive compensation package, opportunities for growth and development, and a collaborative work environment that values innovation and creativity.

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