Hangen Niu
Technical Support Engineer (Integrations & Optimisation)
Singapore
Summary
Technical Support Engineer with hands-on experience supporting crypto-native platforms across API integrations, blockchain transaction analysis, compliance collaboration, and finance settlement operations. Proven ability to work cross-functionally with product, engineering, compliance, and finance teams. Known as an easy-going and approachable team member with a curious mindset, comfortable asking questions, exploring complex problems, and continuously learning across technical, operational, and risk domains.
Overview
3
3
years of professional experience
3
3
Languages
Work History
Technical Support Engineer
Triple-A
03.2025 - Current
- Technical product expert for crypto payments platform, supporting customer onboarding, API integrations, and ongoing platform usage.
- Own day-to-day technical support in line with SLAs, covering API issues, webhooks, account maintenance, and transaction discrepancies.
- Work closely with the Compliance team on potential compliance issues, transaction monitoring discussions, and risk-based assessments, contributing operational input to compliance-related system and process/product improvements.
- Resolve integration challenges across customer payment architectures, acting as the interface between customers and internal product, engineering, compliance, and finance teams.
- Analyse support tickets to identify trends and contribute to process and product improvements.
- Facilitated knowledge transfer among team members by creating comprehensive documentation on processes and best practices.
- Support finance settlement operations and reconciliation, validating crypto and fiat transaction records, settlement reports, and balance discrepancies to ensure accuracy and audit readiness.
Technical Support Engineer
Keyence Corporation
03.2023 - 02.2025
- Primary technical point of contact for customers in a fast-paced, enterprise environment.
- Delivered technical troubleshooting, onboarding support, and project-specific training.
- Managed escalations by coordinating with internal teams and prioritizing resolution timelines.
- Supported pre-sales technical activities including product demonstrations and proof-of-concept engagements.
- Maintained accurate documentation of customer issues and interactions in CRM systems.
Education
Bachelor of Engineering (Honours) - Electrical & Computer Systems Engineering
MONASH UNIVERSITY
Malaysia12.2022
Diploma - Aerospace Electronics Engineering (DASE)
SINGAPORE POLYTECHNIC
Singapore05.2018
Skills
API & Webhook Troubleshooting
Crypto Payments & Blockchain Analysis
Customer Onboarding & Technical Training
ADDITIONAL
- Taekwondo (3rd Degree Black Belt, Kukkiwon)
- 10 years of experience as an instructor, training children aged 5–17 with emphasis on discipline, confidence, and communication.
- Avid diver
Timeline
Technical Support Engineer
Triple-A
03.2025 - Current
Technical Support Engineer
Keyence Corporation
03.2023 - 02.2025
Bachelor of Engineering (Honours) - Electrical & Computer Systems Engineering
MONASH UNIVERSITY
Diploma - Aerospace Electronics Engineering (DASE)
SINGAPORE POLYTECHNIC