Technical Support Specialist

2 weeks ago

Jersey City, United States CareerBuilder Full time

**Company Description**
dxFeed delivers financial markets information and services to banks, brokers, investment companies, and other professional market participants. dxFeed is a subsidiary of Devexperts

a company that develops software for stock exchanges, brokers, and investment companies.
dxFeed cooperates with the largest exchanges in the world, which allows its clients to receive up-to-date information on more than 3 million financial instruments in real-time. The end-users of our services are currently estimated at over 6 million people.
dxFeeds distributed team has significant experience in solving problems in the field of financial technology at the intersection of software development and mathematics.
Check our code repository in GitHub to learn more:
*

the repository contains the public part of the transport system, java-api, as well as ready samples and examples showing how to use it.
*

- the repository contains APIs for other languages (C, C #, Python), as well as other public tools.
**Job Description**
dxFeed B2B Support:
This team maintains an ecosystem of services that provides customers with a fail-safe market data stream.
Approximately 5-10 million events per second are received from all exchanges and other sources of data, and this number continues to grow. All this data is transferred in different formats, continuously extended with new parameters, and new asset classes are being added. Our ecosystem processes normalize and store them without losses and with minimal latency. This data is then visualized by trading and analytical platforms, allowing investors, analysts, and traders to follow market behavior and make trades.
Team Structure:
Our technical support team has 3 levels in accordance with the tasks performed, competencies, and level of responsibility. We interact not only with clients, but also with other dxFeed teams: developers, business analysts, tech writers, financial, legal, and sales departments. In the course of work, we have to deal with data providers and solve problems in multiple adjacent categories.
Stack:
*Development:*
* Backend: Java 8, AWS SDK
* Misc: we use Jira for task management, Maven build automation tool, utilize CI/CD Bitbucket + Git version control system, Junit4 + AssertJ + Mockito for testing
*Engineering:*
* Bash, Python, AWS

Script wrappers, management, infrastructure
* Artifactory, Maven, Ansible, Gitlab, Stash

Delivery, build, version control
* Jira, Confluence

Task management, dashboards, Kanban, reporting, time-tracking
* Grafana, Matomo, Confluence, Zendesk, Paligo

Visualization, documentation
* Zabbix, Prometheus

Monitoring
* Twilio IVR, Amixr, Slack, SendGrid

Incident escalation and communication
* ElasticSearch, Docker, Swarm

Log management and CI
Challenges:
* Building a customer and result-oriented technical support team aimed at providing the best service in the industry
* Automation of routine processes to focus more attention on specific customer needs, as well as on proactive support
* Direct communication with developers, analysts, QA, and other engineers helps our S1 / S2 specialists in gaining extensive knowledge and expertise in fintech
* Building service delivery processes according to ITIL-based methodologies allows organizing the internal work processes to ensure external systematical success
Benefits:
* Proprietary product and infrastructure
* High-skilled team of professionals, responsible for their result
* Ability to influence the product and workflows: since the team is small, all ideas, bugs, and inaccuracies found can be immediately corrected and delivered to the production
* Great opportunity to obtain broad expertise in the financial sphere, participate in meetings / planning with project teams
Responsibilities:
* Maintain responsibility for the company's image, technical content, and form of responses while solving clients reported issues;
* Work in B2B Service Desk and focus on interaction with clients;
* Solve requests from technical specialists of business partners and internal clients (projects and clients of Devexperts interact with dxFeed via the ticket system);
* Take part in the creation and improvement of infrastructure and work processes;
* Consult internal and external colleagues, manage requests, communicate with clients or service providers on behalf of the company, send notifications;
* Maintain and write internal documentation;
* Routines, reminders, client advocacy: it is important to follow our high standards of problem-solving for providing the best client experience;
**Qualifications**
Key requirements:
* High level of communication and soft-skills;
* Diligence and quick response to the incoming flow of information (tickets, monitoring, calls, notifications, chats, etc.);
* Finding a solution from the existing ones, escalating the issue if necessary;
* Ability to work in an environment with frequently changing context;
* Basic console skills (ability to find/check the configuration of a component, knowledge of Linux / Unix basics: configuration in etc/, logs in log/, etc.).
Additional skills considered an advantage:
* A good understanding of the development process starting from the client's request and finishing with rolling out into production, knowledge of the roles of various systems in it;
* Experience with production platforms and systems;
* Work experience with foreign clients;
* Continuous working experience in large companies;
* Ability to stand ones ground and propose ideas that will improve the work of the entire team, and maybe the entire world.
**Job Title:** Technical Support Specialist (dxFeed Level 1) **Country:** USA **City:** Jersey City / Remote

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