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Symphony // cloud communication platform
 
Engineering, Full Time    New York    Posted: Wednesday, September 22, 2021
 
   
 
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About us @Symphony

Weve spent the last 6 years building the financial markets largest, most trusted communication network. Over 500 market participants across the buy-side, sell-side, securities servicing, & beyond. Over half a million users from trading desks to operations & custody teams interacting securely & in real-time on Symphony.

But that was only chapter one. Were now using our technology foundation to accelerate far beyond secure collaboration to become the standard connective layer that enables more efficient & automated workflows across the industry to bring the future to financial markets.

The opportunity & our ambition are huge. But we need passionate, dedicated individuals to get there. At Symphony we work hard & fast. Our unique blend of technology & financial services makes it an environment you won't get elsewhere.

ROLE DESCRIPTION:

Symphony is looking for a Software Application Support Engineer. This is a frontline role at Symphony & the successful candidate will work closely with customers troubleshooting software issues & helping to bring them to a quick resolution. In addition, the successful candidate will work closely with both the Solutions Engineering & 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 & as such, you will be required to cover weekend shifts on rotation. Candidates must have strong Customer Service skills & a technical background.

RESPONSIBILITIES:

  • To be the first point of contact in taking care of support queries via named contacts at customer sites
  • Prioritize, investigate, diagnose & resolve issues relating to Symphony services
  • Collaborate closely with Symphony Development Operations & Product teams on issues that cannot be readily resolved at first contact
  • Ensure that tickets are followed up, kept up to date & 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 & research by filing bugs or product issues in our problem management system

REQUIRED QUALIFICATIONS:

  • Working knowledge of corporate network infrastructure topology & protocols including firewall configuration, DNS management, network routing & IP connectivity
  • Understanding of SAML specification to support Client Single Sign On (SSO)
  • Good knowledge & experience working in Unix/Linux environments
  • Familiar with cloud based service (SaaS) deployment & support
  • Excellent interpersonal & customer care skills
  • Ability to take care of difficult callers & to work calmly & expertly under pressure
  • Logical approach to troubleshooting including good analytical & problem solving skills
  • Good accurate record keeping abilities detail oriented
  • Experience in supporting Financial Services & Investment Banking customers
  • Excellent written & verbal communication skills; able to communicate effectively in English, both orally & in writing
  • Experience with helpdesk ticket/logging tools (ZenDesk experience beneficial, Jira)
  • Knowledge or exposure of monitoring platforms like Datadog, Splunk, Sensu
  • 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
  • Must be authorized to work in the U.S.
  • B.S. in Computer Science or a related field is strongly preferred

Benefits & Perks:

  • Regional specific competitive benefits
  • Build your own Benefits (BYOB) perk
  • Fully stocked kitchen & catered or reimbursed lunches
  • Many other fun & exciting benefits & activities!

Compensation:

  • Competitive salary
  • Bonus Plan
  • Benefits & Perks vary based on location.

We are an equal opportunity employer & value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, & to receive other benefits & privileges of employment. Please contact us to request accommodation.

 
 
 
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