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Symphony is a cloud communication platform
 
Engineering, Full Time    New York    Posted: Saturday, November 24, 2018
 
   
 
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JOB DETAILS
 

Symphony is looking for an experienced API Support Engineer in our London/New York office, who will support our clients & partners implementing projects built on Symphonys APIs. This is a frontline role at Symphony & the successful candidate will work closely with customers troubleshooting API implementation & development issues & helping to bring them to a quick resolution. In addition, the successful candidate will work closely with both the Solutions Architects & Community Specialist teams to ensure the successful on-boarding of Symphony users with a persistent focus on customer satisfaction. Candidates must have strong Customer Services skills & a technical background. Symphony operates a follow the sun 24x7x365 support model & as such, weekend coverage is required at times. Candidates must have strong Customer Services skills & a technical background.

RESPONSIBILITIES

  • To be the first point of contact in dealing with API implementation & support queries via named contacts at customer sites
  • Prioritise, investigate, diagnose & resolve issues relating to Symphony services with specific emphasis on API implementation & Symphony Market applications
  • Liaise with Symphony Development Operations/Engineering Services & Product teams on issues that cannot be readily resolved at first contact
  • Ensure that tickets are followed up, kept up to date & properly closed to ensure adherence with SLAs
  • Assist the Solutions Architects with implementations of Symphony Services by acting as a conduit to Development Operations/Engineering Services
  • Consult with customer technical teams to gather technical requirements during implantation & integration phases
  • Assist in product testing & research
  • Contribute technical documentation & content as needed for services & products

QUALIFICATIONS

  • Working knowledge of corporate network infrastructure topology & protocols including firewall configuration, DNS management, network routing & IP connectivity
  • Good knowledge & experience working in Unix/Linux environments
  • Knowledge of and/or experience in RESTful API,
  • Hands-on experience with Internet products & technologies
  • Able to code mock-up systems & provide sample codes
  • Excellent debugging skills in third party code or client code
  • Understanding of SAML specification to support Client Single Sign On (SSO)
  • Familiar with cloud based service (SaaS) deployment & support
  • Excellent interpersonal & customer care skills
  • Ability to deal with difficult callers & to work calmly & professionally under pressure
  • Logical approach to troubleshooting including good analytical & problem solving skills
  • Experience with helpdesk ticket/logging tools (ZenDesk experience beneficial, Jira)
  • Comfortable in the dynamic atmosphere of a technical organization with a rapidly expanding customer base

Experience Knowledge, skills, abilities

  • Proven relevant experience as an API developer or technical support engineer with experience within the either Technology vendor or Financial services organisation
  • RHEL, Java App servers (Tomcat, GlassFish, Jetty)
  • JavaScript, Linux/Unix, API (REST, Web Services, SOA)
  • SSL Certificate management
  • Knowledge of networking
  • Basic understanding of security models
  • Drive & self-motivation to focus on results & helping teams win & accomplish their goals
  • Expeditious, with thorough & accurate customer follow up skills
  • Very good problem solving skills

ABOUT SYMPHONY:
Symphony transforms the way users communicate effectively & securely with a single workflow application. Forging a new path in the industry, Symphony is designed to help individuals, teams & organizations of all sizes improve productivity, while meeting complex data security & regulatory compliance needs. Symphony was founded in October 2014 & is headquartered in Palo Alto, CA, with offices in New York, Hong Kong, Singapore, Tokyo, Stockholm, Sophia-Antipolis & London.

Symphony has raised roughly $300 million from the worlds largest financial institutions & recognized investors such as Bank of America - Merrill Lynch, Barclays, BNP Paribas, Citibank, Goldman Sachs, JP Morgan Chase, BlackRock, Credit Suisse, Deutsche Bank, HSBC, Wells Fargo, UBS, Societe Generale as well as Google.

 
 
 
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