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Director of Partner Support, Support Engineering, and Incident Management 

Position in Zürich.

About Digital Asset

Digital Asset (digitalasset.com) is a leading provider of Distributed Ledger Technology (DLT) that solves real-world business challenges. We combine deep industry expertise with scalable technology, including a distributed ledger platform and an intuitive smart contract language originally developed by Digital Asset, called DAML (daml.com). Digital Asset enables financial institutions and organizations across a variety of industries to bring efficient, modern and scalable DLT systems into production.

We work with some of the world’s largest companies, to build scalable and flexible systems that streamline business operations. Digital Asset is a global company with offices in New York, London, Budapest, Zurich, Hong Kong, and Sydney.

As we grow our team, we will maintain the dynamic, collaborative and pragmatic way of working that has grounded our efforts from the beginning. If you seek to develop solutions others are yet to contemplate, this opportunity may be right for you.

Opportunity

Reporting to the co-founder & CTO, as the Director of Partner Support, Support Engineering, and Incident Management you will join the DAML leadership team to take responsibility for defining, scoping, building, and delivering the DAML teams’ support and incident management strategy and its supporting release and testing processes. Your goal will be to enable Digital Asset’s technology partners and clients to run reliable and always-available critical infrastructure platforms, by establishing a world-class support capability.

Key Responsibilities

Success in this role means that:

  • Digital Asset’s OEM partners, including some of the world’s largest technology companies, are satisfied by our high-quality and responsive support of the DAML software components that we supply and are embedded in their platforms
  • Digital Asset’s DAML teams run a streamlined and collaborative support and escalation program, with clear success metrics
  • Infrastructure, tooling, processes, and escalation paths are established, enabling seamless and efficient L1/L2 support by our partners and L3 support by our Platform teams
  • Our Platform teams quickly resolve all Severity 1 support requests and incidents
  • Our software release and deployment pipelines are streamlined to enable timely resolution of incidents and support issues alongside our partners, with minimal impact to end customers
  • Team culture is aligned with high service availability, scalability and observability goals
  • Incidents and high-impact escalations are resolved quickly 24x7x365

Key Criteria

Our experience is that exceptional people are able to learn quickly and adapt to achieve their desired outcomes. Not all of the following evaluation criteria must be met, they are considered advantages:

  • 10+ years of progressively broadening enterprise systems software, infrastructure software development leadership experience, including 5+ years of experience building and managing SRE, support and/or incident management teams
  • A passion for Support/SRE/DevOps and running highly resilient/automated systems with a customer focus
  • Program Management experience, starting similar projects from scratch and establishing streamlined processes. Able tosetting clear and achievable goals with individual accountability and ownership, and delivering against these goals
  • Experience configuring support portals, building knowledge base content, and educating/training teams accordingly
  • Experience defining software and release architecture together with engineering teams, ideally in the context of release to other software platform companies
  • Experience leading global support and/or incident management teams in a management role
  • Generalist - technical, willing, and hands-on enough to be able to triage as part of a support rotation until full support processes are in place. Once support processes are in place, remaining hands-on and deeply familiar with the day-to-day support details, and able to propose improvements to our tooling and software according to support needs
  • Experience working across geographies and across functional teams

Connect With Us

This is a rare opportunity to help define an industry and join a dynamic team of technology innovators.

Digital Asset is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, religion, sexual orientation, age, disability, citizenship status, veteran status or any other basis protected by applicable law. If and as required by applicable law, all persons hired to work at Digital Asset will be required to verify identity and eligibility to work in the location for which they have an offer to work and to complete the necessary employment eligibility verification documents upon hire. Applicants with disabilities who require accommodation should contact recruiting@digitalasset.com.

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