Technical Support Analyst

Job Description:

As a Technical Support Analyst, you will be responsible for supporting our client’s customers’ utilization of our software and services. In this role you will be providing professional and courteous technical support for foreign exchange trading software in a fast-paced environment.

Work Schedule:

• Sunday 12:00 – 6:30 PM Eastern
• Monday through Thursday 9:00 AM to 6:00 PM Eastern

Responsibilities:

• Investigating issues reported by customers or discovered within our client’s organization
• Performing complex investigations, troubleshooting, and problem-solving.
• Seeing that issues are resolved in a timely manner, escalating to higher levels as necessary.
• Tracking issues through to completion, regularly reporting issue status to customers.
• Delivering exceptional customer service using excellent communication and interpersonal skills.
• Identifying potential system, support, and client relationship enhancements.
• Participate in a follow-the-sun support model, communicating issues clearly in ticketing systems, and providing well-organized issue handoffs at EOD

Requirements:

• 2+ years of experience as a Technical Support Analyst
• Experience supporting real-time trading systems and FIX protocol
• CentOS / REHL (or other *nix)
• Scripting/coding experience in languages such as Bash or Python
• Extreme comfort with log investigation and configuration file management
• Foreign exchange experience preferred
• Self-starter, trustworthy, with the ability to seek out and add value without continuous direction (given the time zone overlaps with our London and New York are limited)