Technical Support Engineer

About us @Symphony

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.

RESPONSIBILITIES 

• To be the first point of contact in dealing with support queries though via Zendesk ticketing system and phone calls 
• Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation 
• Prioritize, investigate, diagnose and resolve issues relating to Symphony services and products
• Liaise 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 properly 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 
• Contribute technical documentation and content as needed for services and products 
• Weekend shift and holiday coverage required (on rotation) 

QUALIFICATIONS 

• B.S. in Computer Science or a related field is strongly preferred, 2+ years of experience in technical support
• Knowledge of and/or experience in REST, Javascript, Java, HTML, CSS, APIs 
• 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) 
• Working knowledge or experience within Unix/Linux environments, Desktop Application, Windows OS, Audio Settings and Citrix VDI environments 
• Familiar with cloud based service (SaaS) deployment and support 
• Logical approach to troubleshooting including good analytical and problem solving skills and detail oriented
• Ability to deal with difficult callers and to work calmly and professionally under pressure 
• Excellent written and verbal communication skills and excellent interpersonal skills; able to communicate effectively in English, both orally and in writing 
• Some experience using monitoring / Data Analysis tools such Splunk, Datadog, Grafana or any other tools 
• Ability to prioritise and manage incidents 
• Comfortable in the dynamic atmosphere of a technical organization with a rapidly expanding customer base 
• Optional additions: 

○ Experience with help desk ticket/logging tools (ZenDesk, Jira) 

○ 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 

○ Additional languages (French, Spanish) are a plus but not required 

Compensation:

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

Benefits and Perks:

• Regional specific competitive benefits
• Build your own Benefits (BYOB) perk
• Many other fun and exciting benefits and activities!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, 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, and to receive other benefits and privileges of employment. 

Symphony reserves the right of ownership for all unsolicited resumes submitted for this requisition and is not responsible for any fees associated with unsolicited resumes.