Technical Support Manager

Symphony Communication Services•New York, NY

6d•$110 - $140•Hybrid

About The Position

We’ve spent the last 10 years building a communication and markets technology company, powered by interconnected platforms: messaging, voice, directory and analytics. Over 1000 institutions use our modular technology built for global finance. Security is in our DNA with uncompromising data protection, end-to-end encryption and resilient architecture, all created on a foundation of trust with our customers . But that was only chapter one. We’re now building on our purpose-built network, expanding AI-powered, real-time collaboration, redefining flexibility with fully cloud-native software with our trader voice product, and rethinking the industry’s approach to identity verification, connection and intelligence. . The opportunity and our ambition are huge. But we need passionate, dedicated individuals to get there. At Symphony we work hard and fast. Our unique blend of technology and financial services makes it an environment you won't get elsewhere. Role Description: Symphony is looking for a Level 2 Software Application Support Engineer in our New York office (Hybrid). This is a frontline role at Symphony and the successful candidate will work closely with customers troubleshooting software issues and helping to bring them to a quick resolution. In addition, the successful candidate will work closely with both the Solutions Engineering and Technical account teams to ensure the successful on-boarding of Symphony users with a persistent focus on customer satisfaction. Symphony operates a follow the sun 24x7x365 support model and as such, you will be required to cover weekend shifts on rotation. Candidates must have strong Customer Service skills and a technical background.

Requirements

B.S. in Computer Science or a related field is strongly preferred
Work experience supporting external and field clients
Excellent interpersonal and customer care skills
Ability to take care of difficult clients and to work calmly and expertly under pressure
Logical approach to troubleshooting including good analytical and problem solving skills
Good accurate record keeping abilities - detail oriented
Excellent written and verbal communication skills; able to communicate effectively in English, both orally and in writing
Must be authorized to work in the U.S.
Working knowledge of corporate network infrastructure topology and protocols including firewall configuration, DNS management, network routing and IP connectivity
Understanding of SAML specification to support Client Single Sign On (SSO)
Good knowledge and experience working in Unix/Linux environments
Familiar with cloud based service (SaaS) deployment and support Experience in supporting Financial Services and Investment Banking customers Experience with helpdesk ticket/logging tools (ZenDesk experience beneficial, Jira)
Knowledge or exposure of monitoring platforms like Datadog, Splunk or Grafana
Comfortable in the multifaceted atmosphere of a technical organization with a rapidly growing customer base
Relevant experience in customer services and/or technical support in one of the following fields: Financial Services firm or vendor, Technology & Software, Collaboration or Unified Communications technology

Responsibilities

Provide technical support for various Symphony platforms but not limited to, Voice, Messaging and Federation
To be the first point of contact in taking care of support queries via named contacts at customer sites
Prioritize, investigate, diagnose and resolve issues relating to Symphony services Collaborate closely with Symphony Development Operations and Product teams on issues that cannot be readily resolved at first contact
Ensure that tickets are followed up, kept up to date and accurately closed to ensure adherence with SLAS
Assist the Solutions Engineers with implementations of Symphony Services by acting as a conduit to Development Operations
Assist in product testing and research by filing bugs or product issues in our problem management system