Job Description
Binance is a leading global blockchain ecosystem behind the world’s largest cryptocurrency exchange by trading volume and registered users. We are trusted by 300+ million people in 100+ countries for our industry-leading security, user fund transparency, trading engine speed, deep liquidity, and an unmatched portfolio of digital-asset products. Binance offerings range from trading and finance to education, research, payments, institutional services, Web3 features, and more. We leverage the power of digital assets and blockchain to build an inclusive financial ecosystem to advance the freedom of money and improve financial access for people around the world.
Job Summary
The Fiat Tech Support Specialist supports Binance’s fiat-related products and operations by troubleshooting user and partner issues across deposits/withdrawals, card and bank transfer flows, payment rails, and related risk/compliance touchpoints. This role works closely with Customer Support, Product, Engineering, Compliance, and external payment partners to restore service quickly, reduce incident recurrence, and improve the end-to-end fiat user experience.
Key Responsibilities
Incident & case handling
- 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.
Partner / payment rail support
- 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).
Operational excellence
- 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),
Compliance & risk coordination
- 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.
Required Qualifications
- 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.
Why Binance
• Shape the future with the world’s leading blockchain ecosystem
• Collaborate with world-class talent in a user-centric global organization with a flat structure
• Tackle unique, fast-paced projects with autonomy in an innovative environment
• Thrive in a results-driven workplace with opportunities for career growth and continuous learning
• Competitive salary and company benefits
• Work-from-home arrangement (the arrangement may vary depending on the work nature of the business team)
Binance is committed to being an equal opportunity employer. We believe that having a diverse workforce is fundamental to our success.
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