Support Engineer

Job Description

Description

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.

What Will You Be Involved With?

Enter TT’s new hire training program and become knowledgeable in;

TT’s platform functionality

Fundamentals of our infrastructure and architecture

TT’s Support processes and tools

Maintaining the global ticketing queue

Managing tier 1 customers

Providing a deeper level of Support with continued mentoring

A deep routed knowledge of our all products

The ability to manage most issues that may be passed to you

A clear understanding of your chosen direction of your career at TT.

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

Provide 1st class customer support via TT’s in-app feedback and via the phone.

Collaborate closely with Engineering and Site Reliability teams to resolve all reported issues quickly and efficiently.

Efficiently manage multiple incidents within the ticketing system providing timely, regular and informative updates regarding status and issue resolution.

Become an expert at analyzing both front-end and back-end logs

Replicate software issues to diagnose and resolve incidents quickly

Perform impact analysis and ensure investigations are treated with the appropriate priority

Continual learning of new product features and functionality and the TT architecture.

Maintain and extend our knowledge base

Undertake and own any required projects

What Will You Bring to the Table?

A minimum of 3 years of experience in a technical support-based role, with direct experience troubleshooting software issues

Incident, problem and service outage management experience

Preferred financial background, ideally in supporting a derivatives trading platform or equivalent market knowledge and an understanding of the crypto markets.

Competent IT literacy around Windows and/OS X is required

Familiarity with FIX Protocol 4.2 or higher

Exceptional customer service and interpersonal skills. Both written and verbal. This is a critical function of the role

Provide operational coverage based on business needs. This will include occasional weekend and work outside of standard business hours

Be a self starter and possess the ability to simultaneously work autonomously and to also collaborate within a highly team-driven environment

Investigation and diagnostic skills, and an enthusiastic ability to problem solve

Knowledge of any of the follow is a bonus: C++, Wireshark, Kibana and Servicenow

What We Bring to the Table

Competitive benefits, including medical, dental, vision, FSA, HSA, 401(k) and pre-tax transit/parking

Flexible work schedules – with some remote work

22 PTO (paid time off) days per year with the ability to roll over days into the following year, one day per year available for volunteering, 2 Training days per year to allow uninterrupted professional development, 1 additional PTO day added during a milestone year, robust paid holiday schedule with early dismissal, generous parental leave (for all genders and staff, including adoptive parents), and backup child and pet care as well as tutoring services

The company provided top-of-the-line tech resources and a tech accessories budget for monitors, headphones, keyboards, office equipment.

Milestone anniversary bonuses

Stipend and subsidy contributions toward personally-owned cell phones and laptops, gym memberships, and health/wellness initiatives (including discounted healthcare premiums and healthy meal delivery program.

Trading Technologies is a Software-as-a-Service (SaaS) technology platform provider to the global capital markets industry. The company’s award-winning TT® platform connects to the world’s major international exchanges and liquidity venues in listed derivatives alongside a growing number of asset classes, including fixed income and cryptocurrencies. The TT platform delivers advanced tools for trade execution and order management, market data solutions, analytics, trade surveillance, risk management, and infrastructure services to the world’s leading sell-side institutions, buy-side firms, and exchanges. The company’s blue-chip client base includes Tier 1 banks as well as brokers, money managers, hedge funds, proprietary traders, Commodity Trading Advisors (CTAs), commercial hedgers, and risk managers. These firms rely on the TT ecosystem to manage their end-to-end trading operations. In addition, exchanges utilize TT’s technology to deliver innovative solutions to their market participants. TT also strategically partners with technology companies to make their complementary offerings available to Trading Technologies’ global client base through the TT ecosystem.

Trading Technologies (TT) is an equal-opportunity employer. Equal employment has been, and continues to be, a required practice at the Company. Trading Technologies’ practice of equal employment opportunity is to recruit, hire, train, promote, and base all employment decisions on ability rather than race, color, religion, national origin, sex/gender orientation, age, disability, sexual orientation, genetic information or any other protected status. Additionally, TT participates in the E-Verify Program for US offices.

Full-time

Hybrid remote