Officer, TechOps

About PDAX (Philippine Digital Asset Exchange)

• About PDAX At PDAX, we believe that the future of money is digital, and our mission is to empower all Filipinos to grow their wealth through blockchain technology.
• As one of the first crypto firms in the Philippine market, we feel a sense of duty to our users and to the ecosystem to set the standard for safety, ease of access, and reliability.
• We expect our team to share in this responsibility and cherish our vision of a more open and equitable financial system.
• We are looking for new team members that are passionate about cryptocurrency, want to work in a disruptive, fast-growing industry, and thrive in a start-up environment.
• If this sounds like you, then we’d love to talk.

Our Culture

• Communication We prioritize clear and transparent communication, ensuring that there is clarity among everyone we work with.
• We aim to have a collaborative environment, where innovative ideas in investment strategies are shared openly and constructively, driving the industry forward.
• Customer-focus We think about how our decisions impact our customers and ensure we provide the best experience that we can.
• We believe in building lasting relationships with our clients, constantly learning from and listening to them, and always striving to look out for what’s best for both sides.
• Commitment We always aim to do the right thing and to do the right thing, excellently.
• We take accountability seriously and uphold ourselves to high standards, ensuring that we execute with attention to detail.
• We are dedicated to the long-term success of our clients in the dynamic world of financial technology, maintaining integrity and professionalism in every aspect of our work.

Responsibilities

• In addition to handling escalations, monitoring infrastructure, and troubleshooting, you will be expected to lead regular cadences with Engineering, Operations, and other stakeholders to improve issue resolution efficiency and operational effectiveness.
• General Responsibilities Investigation & Issue Resolution First escalation point for Ops & CS issues.
• Analyze, troubleshoot, and classify issues (bug, expected behavior, or ops gap).
• Summarize findings clearly & create detailed Jira bug reports.
• Perform basic troubleshooting via scripts, APIs (Postman), and system tools.
• Incident Handling & Escalation Escalate validated issues to the right teams (CyberSec, DevOps, Engineering).
• Assess impact, priority & severity before escalation.
• Track and follow up on escalations until resolution.
• & Reporting Join regular meetings to discuss trends & process improvements.
• Provide reports on key incidents & resolutions.
• Improve escalation workflows & efficiency.
• System Monitoring Monitor alerts, logs & infrastructure for issues.
• Respond to service disruptions & escalate proactively.
• Act as POC during critical incidents, ensuring timely updates.
• Documentation & Process Improvement Keep Jira & trackers updated.
• Maintain troubleshooting & incident handling guides.
• Enhance playbooks, escalation processes & reporting workflows.

Requirements

• 2-4 years of experience in technical support, or incident management.
• Strong analytical skills for troubleshooting logs, APIs, monitoring tools, and system dashboards.
• Experience with Jira ticketing, including writing detailed bug reports.
• Ability to lead discussions and provide technical insights to stakeholders in cadence meetings.
• Comfortable with first-level troubleshooting via scripts, API calls (Postman), or system tools.
• Strong communication skills—able to translate technical findings into clear, actionable insights for different teams.
• Experience handling real-time incidents and coordinating escalations with Engineering, DevOps, or Security teams.
• Ability to manage priorities independently and ensure follow-through on escalations.
• Experience with APIs (ability to read documentation, interact with API endpoints, or debug API calls).
• Experience in the crypto space, centralized exchanges, or blockchain.

Preferred

• Background in data privacy and security best practices.
• Familiarity with SQL, Google Sheets automation, or scripting (not required but good to have) Previous experience creating incident reports, post-mortem documentation, or RCA analysis.
• Experience working in a 24/7 operational environment or on-call rotations.