Head of Support

About the Company:

Fluent provides ultra-low-latency engines for Tier-1 banks globally. We seek a Engineering Support Manager to head our support team, which will involve hands-on support and managing a team of 20 support engineers worldwide. The role includes supporting technical and non-technical end-users and engaging in scripting and documentation projects.

Responsibilities:

Team Leadership:
Lead and manage a global support team of 20 engineers, including task allocation, performance management, and ensuring timely responses to customer inquiries and incidents. This person should be the mentor, lead team strategy and need to be responsible for support tools design and implementation
Technical Support:
Act as the primary technical lead for Tier-2/3 support, providing advanced troubleshooting and issue resolution for customers in the US, EU, and Asia.
Hands-On Support Background:
Take a hands-on approach to support, including troubleshooting, system management, and resolving complex technical issues related to production environments.
Issue Ownership:
Take ownership of technical issues, collaborating with the development and R&D teams to resolve problems effectively.
System Management:
Oversee the operational monitoring and configuration of financial systems, ensuring smooth performance and addressing system-related issues as needed.
Documentation & Procedures:
Document troubleshooting steps, issue resolution procedures, and knowledge base articles. Develop and enforce best practices, methodologies, KPIs, and reporting standards to improve efficiency and service quality.
Collaboration:
Work closely with internal teams (R&D, Development, QA) as well as external customers to identify and resolve issues, and ensure high levels of customer satisfaction.

Requirements:

7+ years of experience managing a support team for back-end software.
Linux knowledge: Log analysis, regular expressions, and process management.
Experience as a support engineer in production environments.
Strong background in QA/Integration or development.
Experience working in a global context.
Excellent English language skills.
Must: Availability for occasional work hours between 23:00 and 07:00 IL time.

Preferred:

Basic SQL knowledge.
Financial background: FIX protocol, FX trading.
Scripting skills: bash, python, Perl, Cshell.
Basic network knowledge: telnet, TCP/IP.
Experience with ServiceNow.
Familiarity with Jira, Jenkins.
Experience with SVN.
Experience with C++.