Pico fuels the global capital markets community by providing exceptional market data services and customized managed infrastructure solutions. As financial industry experts at the center of markets and technology, we help our clients efficiently scale their business and quickly access markets. From infrastructure to connectivity, we support our clients through the full trading lifecycle. We are a global company headquartered in New York, with offices in Chicago, London, Singapore, Hong Kong and Tokyo.
The Role
The Technical Support Engineer serves as a champion for Pico’s customers. In pursuit of that goal, the Technical Support Engineer will partner with our customers to place emphasis on issue prevention rather than resolution. The Technical Support Engineer handles direct technical customer inquiries, performs complex root cause analysis duties and maintains customer satisfaction from a technical and professional level. This is a very dynamic and technically challenging role where you will be providing escalation support, interfacing with engineering on deep product issues, contributing to ongoing projects revolving around support tools, knowledge management, self-service initiatives and more. The successful applicant will have 3+ years’ experience providing Level 2 technical support for enterprise products in mission critical environments to a global customer base. Suitable applicants must be available to provide on-call support on a scheduled basis.
Requirements
- Working knowledge of Linux systems, network configuration, and general troubleshooting
- Demonstrable ability to isolate problems between hardware and software and to provide relevant information to the development teams
- Proven working knowledge of TCP/IP fundamentals
- Strong process discipline with a working knowledge of Salesforce or other CRM system
- Third Level Degree in Computer Science, Computer Engineering or a related discipline or equivalent experience
- Excellent verbal and written English-language communication skills to effectively manage the customer relationship
- Ability to work constructively together as part of a team, sharing ideas and resources
Desirable Skills
- Hands-on experience of network switches, routers, aggregation taps, Linux servers, etc.
- Experience working with financial (FIX, etc.) and enterprise (VoIP, etc.) protocols
- Cisco CCNA certification
- Experience supporting applications deployed in cloud environments (AWS, Azure)
- UNIX scripting languages including Bash, Python, awk, Perl
Attributes
- Motivated and committed to excellence
- Organized, methodical, and detail oriented
- Good interpersonal skills, especially with customers
- Can quickly grasp and learn new technologies
- Ability to clearly explain complex technological concepts to a non-technical audience
- Ability to remain calm and professional while dealing with customer related issues
- Ability to proactively engage the required resources to ensure the customer expectation is exceeded in a timely manner
Working Arrangements
This is a Hybrid position with weekly time in the office with the flexibility of working from home. Though travel may be required from time to time, it is not expected to be regular or frequent. The role holder will be expected to work whatever hours are necessary for the performance of this role (recognizing that it involves multiple jurisdictions/geographies including but not limited to EMEA, USA and APAC).
IMPORTANT DATA PRIVACY INFORMATION:
This position is available with PICO GLOBAL LTD. The controller of your personal data will be PICO GLOBAL LTD.
For further information on what personal data we collect, how we will process your personal data and your rights with respect to your personal data please read our Pico Job Candidate Privacy Notice, View Here.
Be a part of Pico Family
Pico is an equal opportunity employer. Pico does not discriminate on the basis of a candidate's age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non-merit factors. All employment decisions at Pico are based on business needs, job requirements and qualifications. If you require any assistance or accommodations to be made for the recruitment process, please inform us when you submit your online application.
Skills Required
- 3+ years experience providing Level 2 technical support for enterprise products in mission critical environments
- Availability to provide on-call support on a scheduled basis
- Working knowledge of Linux systems
- Working knowledge of network configuration and general troubleshooting
- Demonstrable ability to isolate problems between hardware and software and provide relevant information to development teams
- Proven working knowledge of TCP/IP fundamentals
- Strong process discipline with working knowledge of Salesforce or other CRM system
- Third Level Degree in Computer Science, Computer Engineering or related discipline or equivalent experience
- Excellent verbal and written English communication skills to manage customer relationships
- Ability to work constructively as part of a team
What We Do
Pico is a leading provider of technology services for the financial markets community. Pico provides a best-in-class portfolio of innovative, transparent, low-latency markets solutions coupled with an agile and expert service delivery model. Instant access to financial markets is provided via PicoNet™, a globally comprehensive network platform instrumented natively with Corvil analytics and telemetry. Clients choose Pico when they want the freedom to move fast and create an operational edge in the fast-paced world of financial markets
