API Technical Support Engineer (institutional)

About Gate

Gate is a global cryptocurrency exchange founded in 2013, consistently ranked among the top exchanges worldwide by trading volume. We serve tens of millions of users across spot, futures, margin, and wealth management products spanning thousands of digital assets, alongside a growing institutional and API trading business serving trading desks, market makers, and quant funds around the world.

Why This Role

Institutional clients don't call support when things are working — they call when an order isn't filling, a signature is rejected, or a position feed goes stale mid-session. This isn't a build role — it's a read-the-error, ask-the-right-question, unblock-the-desk role. If you like solving other people's technical problems more than writing your own code, this is built for you.

What You'll Do

• Resolve institutional clients' API integration, testing, and troubleshooting issues — connectivity, authentication, order placement, account/position data, error codes.
• Diagnose root causes with clients and internal teams, then ship practical, structured solutions rather than workarounds.
• Own and continuously improve API documentation, integration guides, FAQs, and the internal knowledge base — turning recurring issues into reusable playbooks.
• Benchmark external platforms and APIs, and turn client feedback into structured proposals for Product and Engineering, supporting new API launches cross-functionally.

What You'll Bring

Non-negotiables:

• Comfortable resolving live API issues — connectivity, auth, order placement, account/position data, error codes — under client pressure.
• Excellent communication — able to translate technical detail for both technical and non-technical stakeholders; this is a client-facing troubleshooting role, not a software development one.
• Track record maintaining or improving technical documentation and knowledge bases.
• Solid technical foundation — comfortable reading REST API/WebSocket/HTTP calls, logs, and error codes to trace an issue independently (BA, QA, or technical support backgrounds all welcome).
• Bilingual proficiency in English and Chinese (spoken and written).

Bonus:

• Experience supporting institutional clients, quant trading teams, market makers, or API trading users in crypto, fintech, or trading systems.
• Understanding of spot, futures/perpetual trading, order types, positions, and account structures.

Working at Gate:

• Completely remote — you manage your own time as long as you meet your KPIs
• Fast-moving, challenging, and unique business problems
• International work environment and flat organisation
• Great career development opportunities in a growing company
• Meaningful internship experience at the intersection of Web3 and content creation
• Ability to start immediately is a plus

We welcome candidates based in APAC and are open to remote arrangements.