Technical Support Analyst – Digital Assets

A career as Technical Chief Application Support Analyst at National Bank means providing Level 1/2 operational and technical support for institutional digital-asset platforms and workflows. You’ll support cryptocurrency trading/execution, tokenization, custody, settlement, treasury, reconciliation, and digital or smart-contract activity.
You will monitor production services, respond to user and system incidents, perform initial investigations, complete defined operational procedures, and escalate complex issues to senior support, engineering, vendors, or business operations teams.
You will work with platforms such as OMS/EMS, Coinbase Prime, TRES, internal applications, blockchain explorers, APIs, data feeds, and financial or accounting systems. You have a strong technical foundation and practical knowledge of cryptocurrency and blockchain concepts.
Your job

• Act as the first point of contact for digital-asset platform incidents, service requests, and user inquiries
• Monitor trading, custody, settlement, wallet, accounting, reconciliation, and blockchain-processing services
• Record, categorize, prioritize, and track incidents in the organization’s service-management system
• Follow and contribute to documented runbooks to investigate common errors, failed processes, delayed transactions, access issues, and data discrepancies
• Verify platform availability, API connectivity, scheduled jobs, data feeds, wallet balances, transaction status, and system alerts
• Support user access, role assignments, authentication, and entitlement requests under established security procedures
• Provide timely incident updates and maintain accurate support records
• Escalate incidents based on severity, financial exposure, security risk, and service-level requirements.

Your team
The IT & Operations team is made up of more than 5,600 proactive, collaborative experts who work with agility to seize opportunities, stay on the cutting edge of technology, and continuously improve our processes.
You are part of a large team in the Electronic Trading sector and will report to the Senior Director.
We want to contribute to your quality of life by offering you as much flexibility as possible. For example, we offer a hybrid work environment along with a flexible schedule that you can adapt to your needs.
The Bank values ongoing development and internal mobility. Our personalized training programs with on-the-job learning help you to master your role and develop new fields of expertise. Tools such as the Data Academy, language training, Harvard Manage Mentor, coaching, and mentoring support are always available.
Prerequisites

• Diploma or degree in computer science, information technology, finance, accounting, business technology, or a related discipline; equivalent practical experience will be considered and one to three years of experience in technical support, application support, service desk, financial operations, trading support, or digital-asset operations
• Practical knowledge of digital assets and blockchain ecosystems, including cryptocurrencies, stablecoins, tokens, wallets, blockchain networks, transaction processing, smart contracts, token standards and fees, combined with an understanding of the trade lifecycle and familiarity with centralized exchanges, institutional trading platforms, custodians and blockchain explorers
• Strong knowledge of Windows and/or Linux environments, with experience in application support, monitoring, log analysis, and incident-management tools
• Proficiency in SQL to query, analyze, and validate transaction and reference data
• Understanding of APIs and system integrations, including REST APIs, JSON, API authentication, HTTP status codes, webhooks, SFTP, CSV, and other data-exchange methods
• Familiarity with financial and market-data protocols, including FIX messaging and WebSocket market-data feeds, as well as basic scripting using Python, PowerShell, Bash, or similar languages 
• Experience with institutional digital-asset platforms, such as Coinbase Prime, TRES Finance, or comparable solutions, and exposure to cloud environments such as AWS, Microsoft Azure, or Google Cloud
• Awareness of digital-asset compliance requirements, including KYC, AML, sanctions screening, transaction monitoring, and Travel Rule requirements.
  

Languages: English
Required skills: Artificial Intelligence, AWS Lambda, Blockchain, Coinbase, Cryptocurrency, CSV Import, Cybersecurity, Functional Analysis, HTTP Request, JSON Web Token, Linux, Powershell, Python, Representational State Transfer Application Programming Interface Development, Webhooks

Your benefits
In addition to competitive compensation, upon hiring you’ll be eligible for a wide range of flexible benefits to help promote your wellbeing and that of your family such as:

* Health and wellness program, including many options
* Flexible group insurance
* Generous pension plan
* Employee Share Ownership Plan
* Employee and family assistance program
* Preferential banking services
* Involvement in community initiatives
* Telemedicine service
* Virtual sleep clinic

We have an offer that keeps up with trends as well as your needs and those of your family.

Our dynamic work environments and cutting-edge collaboration tools foster a positive employee experience. We value employees’ ideas. Whether through our surveys or programs, regular feedback and ongoing communication are encouraged.

Making a bold move in a people-first environment
We’re a bank on a human scale that stands out for its courage, entrepreneurial culture, and passion for people. Our mission is to have a positive impact on people’s lives. Our core values of partnership, agility, and empowerment inspire us, and inclusion is central to our commitments. We aim, wherever possible, to provide a barrier-free and accessible environment to all employees.

We strive to provide accessibility measures throughout the recruitment process within the limits of our available resources. If you require accommodations, feel free to let us know during our initial conversations. We welcome all candidates! What can you bring to our team?

Join us!