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Senior Support Engineer
The job of the senior support engineer will be to provide day to day support to users in NYC across all systems. This will involve recording, triaging and investigating issues. The support engineer will work closely with the development and middle office teams to understand the impact and root cause of issues. They will coordinate the response and resolution to problems reported, and will define projects to improve our systems as part of a continuous improvement program. The successful candidate must be able to communicate clearly and concisely, particularly when under pressure.
The role involves being the first port of contact for support questions for 3 days out of 5. On the remaining 2 days, a team member from the QR and tech teams will be the first contact point; on such days, the support engineer will provide mentoring and guidance. During these 2 days the support engineer will push forward continuous improvement projects.
This role would suit someone who already has first and second line support experience, and who wants to develop their career in a support role. The individual will need to enjoy working in a fast paced environment with a demanding user base, and must be passionate about delivering continuous improvement across our platform. The role will report into a member of the senior management team, reflecting the importance of this function in the group.
At the end of the first year the successful candidate:
-Will have gained a high profile across the group. All users will be comfortable contacting and communicating with the candidate.
-Be able to resolve common issues and questions across our platform.
-Will have recorded all issues that have arisen, and put in place regular reporting for such issues that identifies opportunities and trends.
-Delivered a number of continuous improvement projects.
-Built a productive working relationship with all members of QR and tech through work on continuous improvement projects, and the 2/5 days a week where the support engineer provides guidance to the rotating on-call person.
-Will have established themselves as a trusted partner for the senior management team.
-Bachelor degree in a science or engineering discipline.
-2-7 years' experience in a support role with evidence of increasing responsibilities over time.
-1-2 years of experience in a financial services company.
-Excellent communication skills.
-Good organization skills; able to demonstrate the ability to put in place structures and process to generate consistent results.
-Basic knowledge of UNIX (RedHat, other Linux, Solaris, etc.) – able to navigate files and processes, use basic tools like grep and tail, and write simple scripts to automate common activities.
-Basic knowledge of Windows – able to diagnose installation and environment problems.
-Competent with Excel – able to put together basic sheets and to trace through formulas to explain sheet behavior.
Nice to have:
-Computer science/engineering degree
-Experience in a front-office facing support role (i.e. supporting sales/trading)
-Experience in a buy side firm
-Diagnostic skills for UNIX – able to use tools like sar, lsof, profilers, etc. to provide more in depth analysis of problems
-Knowledge of enterprise infrastructure – disk systems and networking
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