Support Engineer

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. Competitive Salary range of $50-80k per year.

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?

What We Bring to the Table

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.

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.