Job Requirements
Senior Support Analyst (Onshore / Offshore)
Location: PCS CA~TORONTO
Years of Experience: 5+ years for Senior Support Analyst, 2-4 years for Support Analyst
Job Summary: We are seeking a Senior Support Analyst to provide Level 2/Level 3 technical support for core tokenized deposit platforms, ledger data pipelines, and blockchain-based payment networks. The candidate will diagnose complex application issues, analyze DLT node and transaction logs, execute SQL/data fixes, and ensure uninterrupted clearing and settlement of digital asset transactions.
Responsibilities
- Perform technical triage, troubleshooting, and L2/L3 issue resolution for tokenized deposit workflows and payment gateway integrations.
- Analyze application logs, smart contract execution events, and ledger transaction feeds to identify data discrepancies or stuck transactions.
- Conduct Root Cause Analysis (RCA) for recurring production issues across wallet, custody, and token issuance modules, coordinating bug fixes with dev teams.
- Monitor scheduled batch clearing jobs, interface pipelines, and API integrations connecting legacy core banking with DLT infrastructure.
- Support Change Management execution, post-deployment validations, and smart contract/application upgrades.
- Mentor junior support analysts and author standard operating procedures (SOPs) for digital asset system support.
Mandatory Skills
- 5+ years of experience in L2/L3 application support within Banking, Transaction Banking, or Digital Payment platforms.
- Solid technical understanding of DLT/blockchain fundamentals, token issuance lifecycles, and digital wallet integrations.
Preferred Skills
- Scripting capability in Python or Bash for operational automation and health checks.
- Knowledge of stablecoin ecosystem architectures, on/off-ramp mechanisms, and cross-border payment flows.
- Exposure to cloud-deployed banking microservices (AWS, Azure, GCP).
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related technical discipline.
Work Experience
10-15Years
