Support Engineer | Trading Technologies
About the position We are looking for an experienced Customer Support Engineer to join our global support team providing a superior level of support for our high quality trading platform. This role involves troubleshooting critical time sensitive issues with the use of log files and issue replication while delivering first class customer service and building solid relationships with our clients. The successful candidate will be familiar with working within a SAAS model and will need to coordinate and work closely with various teams to solve complex platform issues with either TT's backend components and architecture or front-end application. We're looking for confident, talented and energetic people who thrive in a problem-solving environment and who have a passion for technology and delivering excellent customer service. The ideal candidate will excel at navigating relationships with clients to troubleshoot all aspects of our platform and will have a strong desire for continued growth.
Responsibilities
- Enter TT's new hire training program and become knowledgeable in TT's platform functionality, fundamentals of our infrastructure and architecture, and TT's Support processes and tools.
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- Maintain the global ticketing queue.
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- Manage tier 1 customers.
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- Provide a deeper level of Support with continued mentoring.
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- Develop a deep routed knowledge of all products.
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- Manage most issues that may be passed to you.
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- Be the first point of contact and be responsible for providing BAU support by becoming a knowledgeable resource across TT's platform and technical architecture to an expert level.
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- Provide 1st class customer support via TT's in-app feedback and via the phone.
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- Collaborate closely with Engineering and Site Reliability teams to resolve all reported issues quickly and efficiently.
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- Efficiently manage multiple incidents within the ticketing system providing timely, regular and informative updates regarding status and issue resolution.
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- Become an expert at analyzing both front-end and back-end logs.
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- Replicate software issues to diagnose and resolve incidents quickly.
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- Perform impact analysis and ensure investigations are treated with the appropriate priority.
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- Engage in continual learning of new product features and functionality and the TT architecture.
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- Maintain and extend our knowledge base.
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- Undertake and own any required projects.
Requirements
- A minimum of 3 years of experience in a technical support-based role, with direct experience troubleshooting software issues.
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- Incident, problem and service outage management experience.
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- Preferred financial background, ideally in supporting a derivatives trading platform or equivalent market knowledge and an understanding of the crypto markets.
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- Competent IT literacy around Windows and/or OS X is required.
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- Familiarity with FIX Protocol 4.2 or higher.
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- Exceptional customer service and interpersonal skills, both written and verbal.
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- Provide operational coverage based on business needs, including occasional weekend and work outside of standard business hours.
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- Be a self-starter and possess the ability to simultaneously work autonomously and collaborate within a highly team-driven environment.
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- Investigation and diagnostic skills, and an enthusiastic ability to problem solve.
Nice-to-haves
- Knowledge of C++, Wireshark, Kibana and Servicenow.
Benefits
- Competitive benefits, including medical, dental, vision, FSA, HSA, 401(k) and pre-tax transit/parking.
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- Flexible work schedules - with some remote work.
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- 22 PTO (paid time off) days per year with the ability to roll over days into the following year.
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- One day per year available for volunteering.
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- Two training days per year to allow uninterrupted professional development.
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- One additional PTO day added during a milestone year.
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- Robust paid holiday schedule with early dismissal.
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- Generous parental leave (for all genders and staff, including adoptive parents).
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- Backup child and pet care as well as tutoring services.
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- Top-of-the-line tech resources and a tech accessories budget for monitors, headphones, keyboards, office equipment.
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- Milestone anniversary bonuses.
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- Stipend and subsidy contributions toward personally-owned cell phones and laptops, gym memberships, and health/wellness initiatives.
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