Tier 3 IT Support Engineer

  • BitMEX
  • San Francisco
  • Aug 22, 2021
Full time Customer Service Information Technology

Job Description

The Company

100x is the result of the phenomenal success of BitMEX, the world’s leading cryptocurrency derivatives trading platform, which has pioneered cryptocurrency trading through relentless commitment to change, and continues to set benchmarks for innovation, liquidity, and security today. The BitMEX trading platform represents the cornerstone of 100x. As the world's most advanced peer-to-peer crypto-products trading platform and API, BitMEX gives knowledge, confidence, and precision to hundreds of thousands of traders, transacting billions of USD per day.

Join us, as we build a thriving cryptocurrency ecosystem of 100x Group companies, through strategic investments in emerging cryptocurrency technology, and create the future of digital financial services.

Purpose of This Job:

The Tier 3 IT Support is an IT professional with experience supporting end users at all levels of technical knowledge in all levels of the business. You will work to ensure the highest levels of end user productivity. This will be achieved through response time and turnaround of end user support requests.  In this role you will be responsible for responding to incoming requests, via multiple tools, in a timely fashion.  You will also triage requests and manage complex requests to completion. 


  • Work with all levels of staff to ensure an optimal end user experience 

  • Develop, maintain and document support processes for the team.

  • Field inquiries, troubleshooting requests and manage hardware, software or network problems, enter all information in Jira request

  • Recognize and escalate more challenging problems to the appropriate teams. Drive these issues to completion.

  • Maintain IT Asset inventory and ensure endpoints are in compliance and under management.

  • Interact with MDM infrastructure as needed to be accurate

  • Remotely support and maintain AV systems globally as needed.

  • Assist in onboarding users and deploying new technologies as required.

  • Participate in staggered schedule with teammates to ensure global IT support coverage

  • Stay abreast of current and developing technologies and identify training to further oneself


  • Strong professional demeanor and work ethic

  • Strong critical thinking skills

  • Experience communicating on a high level to a non-technical audience

  • Experience working closely with end users, team managers and senior leadership

  • Experience supporting cloud/SaaS services such as G Suite

  • Knowledge of Apple systems and software

  • Comfortable working in fast growth environments

  • Excellent communication & documentation skills

  • A focus on education to empower the user base for increased productivity 

  • Ability to work with remote teams globally and possess cultural intelligence

  • Self reliant, yet works well within a team and is directed by global presence & management

  • Knowledge of ITIL preferred, in particular ITIL best practices