Senior Customer Support Engineer

About the Company:

TraderTools, headquartered in New York, is a leading technology firm specializing in relationship-driven pricing and the effective management of pooled liquidity resources.

At the heart of the market lies Unique Liquidity, a precious commodity. With PriceOn™, TraderTools empowers its clients to craft their own electronic streams of Unique Liquidity. These streams are then disseminated by TraderTools to a wide array of market participants keen on accessing such distinctive liquidity. PriceOn™ can be procured either as part of the comprehensive TraderTools liquidity management suite or as a standalone module seamlessly integrated with other FX trading solutions.

About the Role:

TraderTools is seeking a highly motivated and experienced Customer Service Engineer to join our dynamic team. This role requires a collaborative mindset, strong communication skills, putting their problem-solving skills to assist our customers portfolio. The ideal candidate will manage technical and operational issues raised by customers. This will include research and resolving issues with the help of the R&D, product, data and business teams. We are looking for a highly team member that will be able to own the support activity from end to end and provide the best experience for our customers.

Responsibilities:

• Manage multiple cross-product customers, ensuring seamless support and satisfaction.

• Communicate effectively with both technical and non-technical stakeholders.

• Guide customers through a series of actions to resolve technical issues.

• Provide prompt and accurate feedback to customers, keeping them informed at every step.

• Follow up with clients to confirm their applications are fully functional post-troubleshooting.

• Properly escalate unresolved issues to appropriate internal teams (e.g., direct manager, developers).

• Handle technical support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done in a timely manner.

• Multi-task and prioritize multiple support requests under time constraints.

• Draft technical documents, resolution steps, and technical support FAQs.

• Deliver an outstanding onboarding and support experience to customers.

Requirements:

• 5+ years of hands-on experience as a Technical Service Engineer, Customer Service representative, or similar role. Experience in Forex Exchange is an advantage.

• Detail-oriented with strong analytical and problem-solving skills.

• Proven technical expertise with the ability to diagnose and troubleshoot issues.

• Ability to prioritize and switch between a variety of time-sensitive issues.

• Strong relationship-building skills with customers and partners.

• Capability to work independently as well as part of a team.

• Ability to thrive in a high-demand, fast-paced environment.

• Excellent communication skills and a strong customer focus.

• Fluent in English (both verbal and written).

• We provide service 6x24x364 - Willingness to work day/night shifts.