Technical Support Engineer (Tier 1)
Lagos, Nigeria
1d ago
source : Landing.Jobs

At Devexperts (Permanent), in Porto, Portugal

Expires at : 2022-08-14

Remote policy : Full remote

Devexperts specialises in the development of highly sophisticated software solutions and services for the Financial Markets industry.

Our clients are retail and institutional brokers, exchanges and buy-side firms, and our products cover a wide array of applications, from online and desktop trading execution platforms, risk management and fix gateways, to one of the industry’s most encompassing offer of real-time and historical data services.

We are now looking for a Technical Support Engineer (Tier 1 - S2L) to join our team in Porto.

This project and team maintains an ecosystem of services that provides customers with a fail-safe market data stream.

Approximately 5-10 million events per second are received from all exchanges and other sources of data, and this number continues to grow.

All this data is transferred in different formats, continuously extended with new parameters, and new asset classes are being added.

Our ecosystem processes normalize and store them without losses and with minimal latency. This data is then visualized by trading and analytical platforms, allowing investors, analysts, and traders to follow market behavior and make trades.

Team Structure :

Our technical support team has 3 levels in accordance with the tasks performed, competencies, and level of responsibility.

We interact not only with clients, but also with other dxFeed teams : developers, business analysts, tech writers, financial, legal, and sales departments.

In the course of work, we have to deal with data providers and solve problems in multiple adjacent categories.

Challenges :

  • Building a customer and result-oriented technical support team aimed at providing the best service in the industry
  • Automation of routine processes to focus more attention on specific customer needs, as well as on proactive support
  • Direct communication with developers, analysts, QA and other engineers helps our S1 / S2 specialists in gaining extensive knowledge and expertise in fintech
  • Building service delivery processes according to ITIL-based methodologies allows organizing the internal work processes to ensure external systematical success
  • Responsibilities :

  • Maintain responsibility for the company's image, technical content, and form of responses while solving clients reported issues;
  • Work in B2B Service Desk and focus on interaction with clients;
  • Solve requests from technical specialists of business partners and internal clients (projects and clients of Devexperts interact with dxFeed via the ticket system);
  • Take part in the creation and improvement of infrastructure and work processes;
  • Consult internal and external colleagues, manage requests, communicate with clients or service providers on behalf of the company, send notifications;
  • Maintain and write internal documentation;
  • Routines, reminders, client advocacy : it is important to follow our high standards of problem-solving for providing the best client experience;
  • Main requirements

  • High level of English;
  • High level of communication and soft skills;
  • Diligence and quick response to the incoming flow of information (tickets, monitoring, calls, notifications, chats, etc.);
  • Finding a solution from the existing ones, escalating the issue if necessary;
  • Ability to work in an environment with frequently changing context;
  • Basic console skills (ability to find / check the configuration of a component, knowledge of Linux / Unix basics : configuration in etc / , logs in log / , etc.).
  • Nice to have

  • A good understanding of the development process starting from the client's request and finishing with rolling out into production, knowledge of the roles of various systems in it;
  • Experience with production platforms and systems;
  • Work experience with foreign clients;
  • Continuous working experience in large companies;
  • Ability to stand one’s ground and propose ideas that will improve the work of the entire team, and maybe the entire world.
  • Project Benefits :

  • Proprietary product and infrastructure
  • High-skilled team of professionals, responsible for their result
  • Ability to influence the product and workflows : since the team is small, all ideas, bugs, and inaccuracies found can be immediately corrected and delivered to production
  • Great opportunity to obtain broad expertise in the financial sphere, participate in meetings / planning with project teams
  • Perks :

  • Flexible schedules
  • Possibility to work remotely
  • Paid vacation 22 days
  • Insurance coverage for you and your children
  • Partial reimbursement for fitness memberships
  • A modern office with all the features you need to strive, from well-equipped workspaces to available food and drinks
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