Jody Wang
Surrey,BC
Summary
I am familiar with core exchange functions such as spot trading, futures trading, deposits, and withdrawals. I can quickly identify user issues by checking on-chain explorers, transaction records, and order logs. I have a solid understanding of blockchain basics and wallet operations, including network fees, signature problems, and common wallet errors. I communicate clearly and patiently, making complex trading concepts easy for users to understand. I work closely with product, engineering, and risk teams to report issues and follow up on user cases efficiently.
Overview
9
9
years of professional experience
Work History
CS Supervisor
Orderly
08.2023 - 08.2025
- Helped brokers troubleshoot issues related to deposits, withdrawals, trading execution, order status, and settlement.
- Supported developers integrating with Orderly API / WebSocket, including signature generation, nonce issues, rate limit errors, and order placement behavior.
- Analyzed user-reported inconsistencies by referencing blockchain explorers, Orderly dashboards, internal logs, and OMS trade history.
- Educated users on Orderly’s trading mechanisms such as on-chain settlement, mark price vs index price, funding rate, liquidation logic.
- Worked closely with the BD, product, and engineering teams to escalate bugs, report repeated user pain points, and assist in testing new features.
- Contributed to community operations on Discord and Telegram, providing real-time responses to trading-related questions, API problems, and feature inquiries.
- Drafted and refined customer-facing documentation including troubleshooting guides, API usage notes, and onboarding instructions to reduce support workload.
- Maintained a high ticket-resolution rate while delivering clear, accurate, and friendly communication, ensuring strong trust with users and partners.
Technical Support
3Dmed
08.2018 - 01.2023
- Provided high-quality customer service via phone, email, and online chat, addressing customer inquiries and resolving issues to enhance satisfaction
- Managed customer information databases, ensuring data accuracy and completeness
- Tested system functionality, assisting in troubleshooting and resolving system issues to ensure smooth customer experience
QA Engineer
Infosys
04.2016 - 06.2018
- Conducted functional testing for client software related to financial loan repayment to ensure business logic accuracy and compliance.
- Tested SQL Server stored procedures, validating correctness of data processing and calculations.
- Designed test cases and authored testing reports, standardizing the testing process and documenting results.
- Technology stack: App Testing, SQL Server.
- Award: Recognized with the Excellent Employee Award in 2017.
Education
Biomedical Engineering -
University of Shanghai For Science And Technology
1 2016
Skills
- User Troubleshooting & Incident Response
- Documentation: API Documentation, SOP Writing
Languages
Chinese (Mandarin)
Native or Bilingual
English
Professional Working
Timeline
CS Supervisor
Orderly
08.2023 - 08.2025
Technical Support
3Dmed
08.2018 - 01.2023
QA Engineer
Infosys
04.2016 - 06.2018
Biomedical Engineering -
University of Shanghai For Science And Technology
Self-Evaluation
- Fast learner, able to quickly understand new products and workflows.
- Strong ownership and accountability in every task.
- Persistent in overcoming challenges under pressure.
- Committed to continuous reflection and process improvement.