Technical support specialist (B2B, English)

We develop and support server software for brokerage companies around the world. Since 2013, our software has been processing transactions and quotes exchanged by major financial institutions in the European Union, the United Kingdom, Turkey, the UAE, Indonesia, Malaysia, India, Singapore, Hong Kong. Every day they process transactions worth tens of billions of dollars, without pause and weekends.

We are looking for an employee who is ready to learn constantly, ask a lot of questions and be result oriented.

Don’t worry if you don't know anything about stocks, futures, cryptocurrencies and fintech: at the beginning of work you will be taught specifics of the sphere and our activities.

Responsibilities:

• Initial processing and registration of requests in ZenDesk and Skype;

• Installation and configuration of the company's products under Windows OS;

• Monitoring the operation status of products via Grafana;

• Investigation and elimination of error causes (crashes of trading servers, incorrect execution of transactions, reasons behind quotes interruption, etc.);

• Interaction with developers, product and project managers to solve complex technical issues;

• Proposing solutions and taking initiative and in improving and simplifying the operation of the department's processes;

• Act as an expert and consultant in communication with clients and staff from other teams;

• Divide complex tasks into several smaller issues;

• Expanding and keeping the knowledge base up to date;

• Readiness to work with real money and understanding the potential risks involved.

Requirements:

• Total experience in technical support from 3 years, experience in technical support for at least two years in one place;

• Experience in “advanced” work with Windows OS: remote access to the server, adding rules to the firewall, restarting services, CMD;

• Experience in investigating and troubleshooting problems by reading logs;

• Experience in basic manual testing: reproducing customer's issue on a test server to find out which actions causing incorrect product behavior;

• Either a technical or mathematical degree, or 5 years in tech support;

• Ability to confidently and respectfully challenge clients requests if potential problems are identified;

• Experience in writing technical documentation;

• Experience in working with foreign clients;

• Ability to read, write and understand English to at least Upper-Intermediate/B2 level;

• Ability to read, write and understand Russian to at least Upper-Intermediate/B2 level;

• Willingness to work with real money and understanding the potential risks involved.

Will be a plus:

• Experience with PostgreSQL administration;

• Basic knowledge of Linux administration;

• Ability to read and understand simple PowerShell/Python scripts;

• Understanding how Prometheus, Grafana, and Loki work. How to set up dashboards, add new metrics, what to do in case of problems;

• Familiarity with Regex.

We offer:

• Work schedule: 5/2 from 9:50 to 18:20 MSK. Sunday shifts 1-2 times in a month compensated by extra time off;

• Fully remote work. Physical presence in any specific country is not required;

• Fully electronic workflow without paper employment history;

• Possibility of horizontal and vertical career growth within the company;

• Possibility of partial compensation of external training at the expense of the company;

• Possibility of purchase hardware and online services for comfort work;

• Partial sports and medical insurance compensation after 6 months of work.