Technical Support Engineer

We are looking for a talented Escalation Leader to join our Customer Experience team

Step into our world, where advanced technologies take center stage, transforming the online trading experience.

With our cutting-edge approach, we follow Hedge & new methodologies, constantly pushing boundaries.

Our open-door policy ignites a vibrant atmosphere of collaboration, where departments unite in a dynamic blend of community and creativity.

We offer an excellent work environment where you will be challenged and encouraged to grow professionally

On this role you will:

• Troubleshoot and resolve most technical difficult and complicated issues
• Research, diagnose, troubleshoot product-related issues and identify solutions.
• Remotely train global customers and partners
• Follow standard procedures for proper escalation of unresolved issues and other customer’s needs to the appropriate internal teams
• Build and maintain strong relationships with the customers and partners
• Play your part in training and mentoring junior teammates by sharing your technical expertise and best communication practices
• Participate in developing documentation and Knowledge Base technical articles on the Company products
• Maintain deep knowledge of the Company operations and products to support client requests in the best possible way
• Stay abreast of the latest changes, trends and technological advancements in the industry (Cloud, Storage, Virtualization, Business Applications, etc.)

Requirements

• Proven experience as a Technical Support/QA Engineer for enterprise (B2B) software or equivalent military experience
• Ability to work Monday to Friday
• Experience supporting B2B customers with large, complex environments.
• Being a committed team player that can help lead others through challenging customer issues
• Deep understanding of Windows OS (debugging and internals) ; Enterprise networks (Active Directory, SCCM, GPO) ; Linux (software installation and integration)
• Passion for troubleshooting, ability to come up with efficient solutions for uncommon issues
• Ability to prioritize and switch between a variety of time-sensitive issues
• Good communication skills and customer focus
• Willing to provide “On Call” support during off hours weekends when required
• Fluent English (both written and spoken)

Will be nice that you have:

• Scripting knowledge & experience (Windows / Linux)
• Bachelor of Sciences in Computer Science