Support Engineer | Trading Technologies

Trading Technologies International, Inc.•Chicago, IL

71d•$50,000 - $60,000•Hybrid

About The Position

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.

Requirements

0- 3 years of experience in a technical support-based role, with direct experience troubleshooting software issues
Incident, problem and service outage management experience
Competent IT literacy around Windows and/OS X is required
Familiarity with FIX Protocol 4.2 or higher
Exceptional customer service and interpersonal skills. Both written and verbal. This is a critical function of the role
Provide operational coverage based on business needs. This will include occasional weekend and work outside of standard business hours
Be a self starter and possess the ability to simultaneously work autonomously and to also collaborate within a highly team-driven environment
Investigation and diagnostic skills, and an enthusiastic ability to problem solve

Nice To Haves

Preferred financial background, ideally in supporting a derivatives trading platform or equivalent market knowledge and an understanding of the crypto markets.
Knowledge of any of the follow is a bonus: C++, Wireshark, Kibana and Servicenow

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
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

Benefits

Competitive benefits, including medical, dental, vision, FSA, HSA, 401(k) and pre-tax transit/parking
Flexible work schedules - with some remote work
22 PTO (paid time off) days per year with the ability to roll over days into the following year, one day per year available for volunteering, 2 Training days per year to allow uninterrupted professional development, 1 additional PTO day added during a milestone year, robust paid holiday schedule with early dismissal, generous parental leave (for all genders and staff, including adoptive parents), and backup child and pet care as well as tutoring services
The company provided top-of-the-line tech resources and a tech accessories budget for monitors, headphones, keyboards, office equipment.
Milestone anniversary bonuses
Stipend and subsidy contributions toward personally-owned cell phones and laptops, gym memberships, and health/wellness initiatives (including discounted healthcare premiums and healthy meal delivery program.

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