Technical Analyst, Support, Regulatory Solutions

Adenza; Xico; Híbrido; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading technology company in Mexico City is seeking a Technical Support Specialist to enhance customer experiences with its software and services. You will reproduce bugs, document issues, and collaborate with development teams for solutions. The ideal candidate has significant experience in technical support and databases, proficient analytical skills, and advanced English. This is a permanent full-time position in a hybrid working environment with a focus on customer satisfaction and innovative solutions.

Formación

• Minimum 5 years of experience in Technical Support, System Administration, QA, or Software Development.
• Ability to analyze and optimize SQL queries.
• Familiarity with Unix and Windows operating systems at an advanced user level.

Responsabilidades

• Document detailed issue scenarios and reproduce suspected bugs.
• Provide comprehensive information to development teams.
• Assist Tier1 Technical Support personnel with problem resolutions.

Conocimientos

Technical Support experience

Database knowledge (Oracle, MS SQL, etc.)

Unix and Windows operating systems

Basic AWS understanding

Analytical and problem-solving skills

Proficiency in English (C1-C2)

Descripción del empleo

Division Overview

Customer Services is an integral part of Adenza's growth and success.

This division's mission is to continuously enhance the Adenza Customer experience in how they consume the Adenza software and services, using a strategic customer-centric approach focused on driving customer adoption and retention.

Thus, successfully differentiating Adenza from our competition and contributing to the net growth of our business while offering intense and excellent career development opportunities.

Team and Role Overview

Responsibilities

• Reproduce suspected bugs, and document detailed issue scenarios.
• Provide workarounds.
• Provide development teams with comprehensive information to facilitate permanent solutions.
• Be able to explain the product behavior to Tier1 and / or client directly
• Collaborate with the software development organization on generating solutions to raised problems, and facilitate clarifications on requested software changes and improvements.
• Present client cases to the change management board and use the knowledge of the specific issue circumstances to elevate and prioritize
• Exercise strict adherence to SLA, know and follow escalation processes, display ownership of the issue when other Adenza groups are involved, and facilitate a timely solution delivery to the clients
• Assist Tier1 Technical Support personnel with problem resolution and information queries.
• Provide on-demand product information when a document is not available.
• Explain the best ways to implement client-specific scenarios
• Assist in maintaining the Knowledge Base of common problems, questions, and recommendations

Skills and Requirements

• Minimum 5 years of experience in Technical Support, System Administration, QA, or Software Development
• Knowledge of one or more major databases (Oracle, MS SQL, Sybase, MySQL, etc), ability to analyze and optimize SQL queries
• Familiarity with Unix and Windows operating systems (advanced user level)
• Basic AWS understanding
• Ability to learn quickly and multi-task, work within short time constraints
• Excellent analytical and problem-solving skills, attention to detail, and adherence to best practices as defined by the organization
• Proficiency in English C1-C2 CEFR
• Flexibility to be on call off-hours per special arrangements with management

More About Us

Our Office

Adenza's Mexico office is in the Moncayo building, 6th floor, on the Paseo de la Reforma Avenue, one of the main and popular avenues in Mexico City due to its wide variety of amenities, services, restaurants, and different transportation options.

Our new office is equipped with meeting rooms, own bathrooms, coffee breaks, and spaces to relax, and that makes day-to-day life easier.

Why Apply

Adenza's mission to pioneer innovative technology offering efficient, accessible, and transparent, fully integrated solutions is only achievable due to our outstanding workforce.

The fusion of deep technical knowledge with the element of human passion, understanding, and energy is what makes Adenza's employees exceptional.

At Adenza, we offer great opportunities to collaborate on challenging and relevant issues in financial services and technology.

As we continue our exciting growth trajectory, we recognize how important investing in the best talent across the globe is.

Are you self-driven, innovative, execution-focused, and customer-centric?

If yes, we want to invest in you.

Adenza is an equal opportunity employer (EOE).

We are dedicated to building and supporting a culture of diverse perspectives and talents as well as inclusivity to support individual growth and superior business results.

LI-ER1

About Adenza

Adenza provides customers with end-to-end trading, treasury, risk management, and regulatory compliance platforms which can be delivered on-premise or on-cloud.

We enable the world's largest financial institutions to consolidate and streamline their operations with front-to-back solutions integrated with data management and reporting.

We give them a single source of truth across the business.

With headquarters in London and New York, Adenza has more than 60,000 users across global, central, and regional banks, broker-dealers, insurers, asset managers, pension funds, hedge funds, stock exchanges and clearing houses, securities services providers, and corporates.

Department

Customer Support

Employment Type

Permanent - Full Time

Location

Mexico City

Workplace type

Hybrid