Job Description

The Americas Technical Support team provides technical application support to equities and derivatives customers. The team investigates technical issues, keeps customers updated, and reports defects to Development. The role focuses on second-level technical application support and offers a career track in technology, financial products, trading, client support, product management, or technical account management.

Responsibilities

• Investigates assigned incidents
• Prioritizes incidents and updates internal tracking system
• Communicates updates to clients
• Builds and maintains software knowledge (database, configuration files)
• Handles unexpected events/failures impacting client use
• Carries out application system checks to prevent client impact
• Develops relationships with other departments
• Adheres to best practices and procedures for client communication
• Participates in team shift patterns and assists with weekend/out-of-hours escalation

Requirements

• BS in Computer Science, Computer Engineering, or equivalent
• Ability to read/understand code (C++, TCL, UNIX/Shell Scripting, Java)
• Analytical and proactive problem-solving skills
• Understanding of database technologies and system performance
• Troubleshooting and logical problem-solving skills
• Dynamic, resilient, and objective approach to delivering solutions
• Excellent written and verbal communication skills
• Confident and professional manner
• Ability to manage time and workload
• Cooperative approach to teamwork
• Customer-centric perspective
• Desire to understand financial markets and system functionality
• Working knowledge of networks and infrastructure (desirable)

Benefits

• No benefits