Technical Supporter assisting customers with software - related issues and solutions. Collaborating using modern tools to ensure customer satisfaction and efficient operations.
About the role
- Support Engineer providing client service on the Trading Technologies platform, resolving inquiries and issues related to trading technology with a focus on customer support.
Responsibilities
- Respond to client inquiries via phone, trading platform tickets, or the customer support portal.
- Perform initial investigation and triage using available tools and documentation.
- Follow playbooks and standard operating procedures to resolve straightforward issues.
- Escalate complex or recurring issues to senior engineers or other teams when appropriate.
- Maintain a professional, client-focused attitude when assisting customers, often under time-sensitive conditions.
- Log and document all cases accurately in ServiceNow, including troubleshooting steps and status updates.
- Track open incidents to ensure timely follow-up and resolution.
- Contribute observations on recurring issues or improvement opportunities to team leads.
- Communicate clearly and professionally with clients, providing updates on issue progress.
- Collaborate with other support engineers and internal escalation teams to ensure smooth handover of cases.
- Participate in knowledge sharing, internal discussions, and training sessions to enhance team effectiveness.
- Use internal tools such as ServiceNow, Slack, Confluence, and Google Gemini for ticketing, communication, and knowledge reference.
- Learn to review application logs and alerts using available tools (training provided).
- Develop familiarity with TT’s trading platform components and workflows through structured learning and mentorship.
- Be available and responsive during assigned working hours, handling inbound calls and tickets.
- Participate in occasional weekend or holiday coverage for mock trading sessions or critical incidents.
- Coordinate with team members to ensure consistent client coverage during PTO or shift changes.
- Notify the team when stepping away from desk coverage to maintain continuous service availability.
- Take ownership of assigned tickets and ensure customers receive timely and accurate communication.
- Maintain attention to detail in documentation and case handling. Manage priorities effectively under guidance from senior staff.
- Follow established workflows, policies, and service standards to ensure consistent delivery quality.
- Work closely with senior support engineers and operations teams for escalations and monitoring.
- Support post-incident reviews by providing accurate case history and customer impact information when requested.
- Participate in cross-team learning to broaden understanding of TT’s systems and services.
Requirements
- Bachelor’s degree or equivalent experience in a relevant field
- Strong analytical and problem-solving skills with an eagerness to learn technical concepts.
- Excellent written and verbal communication in English.
- Comfortable speaking with clients, including traders and financial institutions.
- Familiarity with ticketing tools (e.g. ServiceNow, Jira) preferred.
- Interest in financial markets or trading technology is a plus.
- Basic technical understanding (e.g. operating systems, networking, or scripting) advantageous but not required.
- Willingness to occasionally work weekends or holidays for scheduled activities.
Benefits
- TT is a company in an exciting growth phase, having benefited from new ownership and investment over the last 5 years.
- A compelling suite of products, and plans for significant product development in 2026 and onwards.
- An established and mature core product offering, with a well known and well respected brand identity.
- A dynamic and positive company culture that fosters employee growth and rewards results.
- A comprehensive benefits package.
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