Customer Support Specialist

MLabs • New York, NY

3d • $100,000 - $150,000 • Hybrid

About The Position

Our client is an innovative and fast-growing technology service provider that delivers a high-performance, low-latency, and high-throughput distributed messaging system tailored specifically for the Fixed Income electronic trading markets. Because the quality of technical architecture and client engagement is critical to their commercial success, the employer is looking to expand its technical support capabilities within the North American market. The primary focus is to troubleshoot, diagnose, and resolve sophisticated application, product, and integration anomalies within complex, live electronic trading environments. This is an exceptional opportunity to work alongside industry-leading distributed systems engineers and gain comprehensive exposure across the entirety of a modern financial technology ecosystem.

Requirements

• A solid and demonstrable understanding of the Financial Information eXchange (FIX) protocol and electronic trading market structures.
• Proven hands-on experience navigating and operating within Linux/Unix environments, utilizing the command-line interface (CLI) comfortably.
• Superior verbal and written communication skills, with a proven track record of managing ongoing, high-stakes system incidents and navigating difficult technical client conversations with diplomacy and tact.
• Strong ability to engage effectively across diverse internal interfaces, align goals across technical squads, and maintain a collaborative, team-oriented mindset regarding shared ownership of production problems.
• A professional dedication to delivering and scaling premium, high-availability customer service experiences.

Nice To Haves

• Domain knowledge or exposure to the Fixed Income asset class and debt capital markets.
• Practical experience executing or writing Linux/Unix shell scripts (e.g., Bash).
• A baseline comprehension of modern Application Programming Interfaces (APIs) and how distributed web or data services interact.
• Experience working within version control pipelines and code repositories, specifically GitHub.
• The ability to read or interpret foundational object-oriented source code, particularly Java, to aid in initial logs-level troubleshooting.

Responsibilities

• Assist institutional clients with complex technical integration queries, ensuring seamless onboarding and connectivity to core messaging systems.
• Provide real-time, high-touch support to diagnose and resolve technical production incidents and system anomalies swiftly.
• Actively monitor, investigate, and analyze real-time production infrastructure and connectivity alerts.
• Take full end-to-end ownership of active production incidents, proactively mobilizing, coordinating, and managing internal cross-functional engineering and product resources to achieve rapid resolutions.
• Oversee, configure, and maintain customer accounts across both User Acceptance Testing (UAT) and live Production environments.
• Maintain, champion, and elevate operational service standards by acting as a trusted consultant between the client base and the broader business.

Benefits

• Competitive base salary dependent on experience, structured up to $150,000 USD.
• Company equity/share options, aligning compensation directly with long-term corporate growth.
• Comprehensive institutional benefits package, including premium health, retirement packages, and localized wellness coverage.
• A modern, remote-first operational framework with access to premier shared workspaces in New York City and Central London.
• Structured professional development with direct mentorship from elite financial technology and distributed systems experts.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed