Level 2 Technical Support - Corvil

Pico; Greater London; On-site; GBP 55,000 - 75,000; Full time

Job summary

Pico is seeking a Technical Support Engineer to champion customer success across global markets. You will provide Level 2 technical support, perform complex root cause analysis and collaborate with engineering on deep product issues, while contributing to knowledge management and self-service initiatives.

This hybrid role requires 3+ years of enterprise support experience, strong Linux and network skills, and excellent English communication.

Qualifications

• 3+ years' experience providing Level 2 technical support for enterprise products.
• Proficient in Linux systems, networks, troubleshooting.
• Strong TCP/IP fundamentals.
• Experience with CRM systems (Salesforce).
• Excellent English verbal and written communication.
• Ability to work in a team and learn new technologies.

Responsibilities

• Provide escalation support and interface with engineering on deep product issues.
• Conduct complex root cause analysis and maintain customer satisfaction.
• Contribute to support tools, knowledge management and self-service initiatives.
• Act as champion for Pico's customers, focusing on issue prevention.

Skills

Linux

Network configuration

TCP/IP

CRM (Salesforce)

English communication

Team collaboration

Education

Bachelors in Computer Science or Computer Engineering

Tools

Salesforce

AWS

Azure

Linux servers

Job description

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 LevelDegree 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.