SENIOR TECHNICAL CLIENT ADVISORY SERVICES, AMERICAS

360T Group•New York, NY

51d

About The Position

As a Technical Client Services Manager, you will be part of a global team, providing exceptional support to our customers throughout their journey with 360T, one of the leading Foreign Exchange platforms worldwide. You will tackle a diverse range of tasks in a stimulating SaaS environment, serve as the primary contact for our clients, and enjoy significant growth opportunities. This role includes weekend availability, offering flexibility and variety in your work schedule. As 360T operates a 24/7 global support model, including weekends, this role requires a flexible mindset and occasional weekend availability to ensure seamless client coverage and continuity across time zones in a true follow-the-sun approach.

Requirements

University qualification, degree (minimum Bachelors in relevant field engineering or other STEM based discipline).
Understanding of fundamental IT concepts: Java, TCP/IP, MacOs, Windows, web technology, log file analysis, performance/connectivity troubleshooting
Working experience in client services/ middle office/ back office or a global markets sales & trading division or other FX or treasury environment
At least 3-5 years of production support / application support role
Previous experience with FX products (at a minimum swaps, forwards and spot)
Ability to communicate technical/product information to both a technical and non-technical audience
Excellent organizational, communication and leadership capabilities as well as analytical and problem-solving skills are essential
Proficient in MS Office, with working knowledge of CRM platforms preferred
Strong sense of customer service/support, detail, and service oriented
Enthusiastic, self-motivated, team spirit and can-do approach
High ability to work effectively within a multi-functional and cross-cultural organization
Excellent work ethic. Leads by example
Excellent verbal and written communication skills

Responsibilities

Provide first and second line support for all incoming customer queries via email, phone or by any other media related to our platform
Actively work in UNIX and Windows operating systems; utilize standard UNIX utilities to retrieve and review FIX protocol and XML logs and identify and troubleshoot problems associated with client orders. Investigations include review of messaging errors, service log files and integrated customer workflow solutions, which might require a review of client-side logs as well
Manage and monitor technical integrations, involving pre- and post-trade solutions; primary focus on integration solutions via FIX protocols, FTP and SFTP uploads for proprietary and third-party execution platforms, Order Management Systems (OMS) and Pre-Trade Risk controls
Support coordinator for scheduling and resource allocation
Facilitate daily discussions with various internal and external technology teams, review pending technical issues, and escalate bugs by using Jira
Assist with go-lives, to ensure customer is correctly configured and able to execute deals. This includes review of mappings and stream configurations from technical side
Handle Freshdesk cases, which involve various inquiries related to business and technical side. Complete all work tickets in a comprehensive manner using clear concise English and ensure translation takes place if any other languages are used
Collaborate closely with global client service teams to ensure consistent 24/7 support as part of our follow-the-sun coverage model, including weekend shifts
Identify software issues and collaborate with internal teams to find solutions
Efficiently manage the escalation process for unresolved incidents
Run lesson learned sessions and constantly facilitate knowledge sharing by documenting learnings from the past
Continuously encourage team members to transfer knowledge and provide insights to colleagues