Customer Support Specialist

Location: New York, United States (Hybrid) - NY area

Hybrid | Full-time

Compensation: $100K - $150K

Our client is an innovative and fast-growing technology service provider that delivers a high-performance, low-latency, and high-throughput distributed messaging system tailored specifically for the Fixed Income electronic trading markets. Because the quality of technical architecture and client engagement is critical to their commercial success, the employer is looking to expand its technical support capabilities within the North American market.

The primary focus is to troubleshoot, diagnose, and resolve sophisticated application, product, and integration anomalies within complex, live electronic trading environments. This is an exceptional opportunity to work alongside industry-leading distributed systems engineers and gain comprehensive exposure across the entirety of a modern financial technology ecosystem.

Key Responsibilities

• Client Integration & Advisory: Assist institutional clients with complex technical integration queries, ensuring seamless onboarding and connectivity to core messaging systems.
• Production Environment Support: Provide real-time, high-touch support to diagnose and resolve technical production incidents and system anomalies swiftly.
• Proactive Alert Infrastructure: Actively monitor, investigate, and analyze real-time production infrastructure and connectivity alerts.
• Incident Ownership & Mobilization: Take full end-to-end ownership of active production incidents, proactively mobilizing, coordinating, and managing internal cross-functional engineering and product resources to achieve rapid resolutions.
• Environment Configuration Management: Oversee, configure, and maintain customer accounts across both User Acceptance Testing (UAT) and live Production environments.
• Continuous Service Improvement: Maintain, champion, and elevate operational service standards by acting as a trusted consultant between the client base and the broader business.

Core Qualifications & Experience:

• Trading Systems Protocol Expertise: A solid and demonstrable understanding of the Financial Information eXchange (FIX) protocol and electronic trading market structures.
• Systems Engineering Proficiency: Proven hands-on experience navigating and operating within Linux/Unix environments, utilizing the command-line interface (CLI) comfortably.
• Stakeholder & Incident Management: Superior verbal and written communication skills, with a proven track record of managing ongoing, high-stakes system incidents and navigating difficult technical client conversations with diplomacy and tact.
• Cross-functional Collaboration: Strong ability to engage effectively across diverse internal interfaces, align goals across technical squads, and maintain a collaborative, team-oriented mindset regarding shared ownership of production problems.
• Quality Focus: A professional dedication to delivering and scaling premium, high-availability customer service experiences.

Preferred (Nice-to-Have) Skills: (Training and technical development can be provided for areas below)

• Domain Knowledge: Domain knowledge or exposure to the Fixed Income asset class and debt capital markets.
• Automation & Scripting: Practical experience executing or writing Linux/Unix shell scripts (e.g., Bash).
• API Familiarity: A baseline comprehension of modern Application Programming Interfaces (APIs) and how distributed web or data services interact.
• Version Control: Experience working within version control pipelines and code repositories, specifically GitHub.
• Code Readability: The ability to read or interpret foundational object-oriented source code, particularly Java, to aid in initial logs-level troubleshooting.

• Competitive base salary dependent on experience, structured up to $150,000 USD.
• Company equity/share options, aligning compensation directly with long-term corporate growth.
• Comprehensive institutional benefits package, including premium health, retirement packages, and localized wellness coverage.
• A modern, remote-first operational framework with access to premier shared workspaces in New York City and Central London.
• Structured professional development with direct mentorship from elite financial technology and distributed systems experts.

Due to the high volume of applications we anticipate, we regret that we are unable to provide individual feedback to all candidates. If you do not hear back from us within 4 weeks of your application, please assume that you have not been successful on this occasion. We genuinely appreciate your interest and wish you the best in your job search.

Commitment to Equality and Accessibility:

At MLabs, we are committed to offer equal opportunities to all candidates. We ensure no discrimination, accessible job adverts, and providing information in accessible formats. Our goal is to foster a diverse, inclusive workplace with equal opportunities for all. If you need any reasonable adjustments during any part of the hiring process or you would like to see the job-advert in an accessible format please let us know at the earliest opportunity by emailing [email protected].

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