Neurensic
Company Overview
Trading Technologies
– Multi‑asset platform for capital markets.
Position Customer Support Engineer – Global Support Team.
Responsibilities
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.
Maintain the global ticketing queue.
Manage tier 1 customers and provide a deeper level of support with continued mentoring.
Foster deep routed knowledge of all products and manage most issues that may be passed to you.
Act as the first point of contact and provide BAU support by becoming a knowledgeable resource across TT’s platform and technical architecture to an expert level.
Provide first‑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.
Qualifications
0–3 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 supporting a derivatives trading platform or equivalent market knowledge and an understanding of the crypto markets.
Competent IT literacy around Windows and macOS.
Familiarity with FIX Protocol 4.2 or higher.
Exceptional customer service and interpersonal skills. Both written and verbal.
Provide operational coverage based on business needs, including occasional weekend and outside of standard business hours.
Self‑starter and able to work autonomously while collaborating in a highly team‑driven environment.
Investigation and diagnostic skills, and an enthusiastic ability to problem‑solve.
Bonus knowledge: C++, Wireshark, Kibana and ServiceNow.
Benefits
Competitive salary range of $50,000–$80,000 per year and $50,000–$60,000 per year annually.
Medical, dental, vision, FSA, HSA, 401(k) and pre‑tax transit/parking.
Flexible work schedules – with some remote work.
22 PTO days per year with rollover; 1 PTO day for volunteering; 2 training days per year and milestone bonuses.
Top‑of‑the‑line tech resources, tech accessories budget for monitors, headphones, keyboards and office equipment.
Milestone anniversary bonuses.
Stipend and subsidy contributions toward personally‑owned cell phones and laptops, gym memberships, and health/wellness initiatives.
To apply for this job please visit tradingtechnologies.pinpointhq.com.
Equal Employment Opportunity Statement: Trading Technologies (TT) is an equal‑opportunity employer. Equal employment has been, and continues to be, a required practice at the Company. TT participates in the E‑Verify Program for US offices.
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– Multi‑asset platform for capital markets.
Position Customer Support Engineer – Global Support Team.
Responsibilities
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.
Maintain the global ticketing queue.
Manage tier 1 customers and provide a deeper level of support with continued mentoring.
Foster deep routed knowledge of all products and manage most issues that may be passed to you.
Act as the first point of contact and provide BAU support by becoming a knowledgeable resource across TT’s platform and technical architecture to an expert level.
Provide first‑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.
Qualifications
0–3 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 supporting a derivatives trading platform or equivalent market knowledge and an understanding of the crypto markets.
Competent IT literacy around Windows and macOS.
Familiarity with FIX Protocol 4.2 or higher.
Exceptional customer service and interpersonal skills. Both written and verbal.
Provide operational coverage based on business needs, including occasional weekend and outside of standard business hours.
Self‑starter and able to work autonomously while collaborating in a highly team‑driven environment.
Investigation and diagnostic skills, and an enthusiastic ability to problem‑solve.
Bonus knowledge: C++, Wireshark, Kibana and ServiceNow.
Benefits
Competitive salary range of $50,000–$80,000 per year and $50,000–$60,000 per year annually.
Medical, dental, vision, FSA, HSA, 401(k) and pre‑tax transit/parking.
Flexible work schedules – with some remote work.
22 PTO days per year with rollover; 1 PTO day for volunteering; 2 training days per year and milestone bonuses.
Top‑of‑the‑line tech resources, tech accessories budget for monitors, headphones, keyboards and office equipment.
Milestone anniversary bonuses.
Stipend and subsidy contributions toward personally‑owned cell phones and laptops, gym memberships, and health/wellness initiatives.
To apply for this job please visit tradingtechnologies.pinpointhq.com.
Equal Employment Opportunity Statement: Trading Technologies (TT) is an equal‑opportunity employer. Equal employment has been, and continues to be, a required practice at the Company. TT participates in the E‑Verify Program for US offices.
#J-18808-Ljbffr