Technical support specialist (B2B, English)

TECHNICAL SUPPORT SPECIALIST IN A FULLY-REMOTE COMPANY WITH B2B CLIENTS ALL OVER THE WORLD, FINTECH, IN ENGLISH

We develop and support server software for brokerage companies around the world. Since 2013, our software has been processing transactions and quotes exchanged by financial institutions in the European Union, the United Kingdom, Turkey, the UAE, Indonesia, Malaysia, India, Singapore, and Hong Kong. Every day, it enables transactions worth tens of billions of dollars, without pause and weekends.

We are looking for an employee who is ready to learn constantly, ask a lot of questions, and take responsibility for their own tasks.

Don’t worry if you don't know anything about stocks, futures, cryptocurrencies and fintech: at the beginning of work you will be taught specifics of the field and our activities.

Main responsibilities include:

• Initial processing and registration of requests in Zendesk and Microsoft Teams;

• Installation and configuration of the company's products under Windows OS;

• Monitoring the operation status of products via alerts and Grafana panels;

• Investigation and elimination of error causes (crashes of trading servers, incorrect execution of transactions, reasons behind interruption of pricing, etc.);

• Interaction with software developers, product and project managers to solve complex technical issues;

• Proposing solutions and taking initiative in improving and simplifying operations of the department's processes;

• Acting as an expert and consultant in communication with clients and staff from other teams;

• Dividing complex tasks into smaller steps;

• Working with real money and understanding the potential risks involved;

• Expanding and keeping the company's knowledge base up to date.

Requirements:

• Total experience in technical support from 3 years, with at least 1.5 years of experience in technical support in one place;

• Experience in “advanced” work with Windows OS: remote access to the server, adding rules to the firewall, restarting services, cmd.exe, PowerShell;

• Experience in investigating and troubleshooting problems by reading logs;

• Experience in basic manual testing: reproducing a client's issue on a test server to find out which actions are causing incorrect product behavior;

• Ability to confidently and respectfully challenge client's requests if potential problems are identified;

• Strong sense of responsibility for delivering on promises and commitments, both to clients and colleagues;

• Experience of writing technical documentation in English;

• Experience of working with foreign clients;

• Demonstrating empathy in working with coworkers and clients;

• Ability to read, write, and understand English to at least Upper-Intermediate/B2 level;

• Excellent communication skills to effectively communicate any necessary changes or adjustments to clients or colleagues.

Will be a plus:

• Experience with PostgreSQL administration;

• Basic knowledge of Linux administration;

• Ability to read and understand simple PowerShell/Python scripts;

• Understanding how Prometheus, Grafana, and Loki work. How to set up dashboards, add new metrics, what to do in case of problems;

• Familiarity with regular expressions;

• Experience working in fintech companies.

We offer:

• Work schedule: 5/2 from 09:50–18:20 MSK (6:50–15:20 UTC). Sunday shifts 1–2 times a month, compensated by extra days off;

• Fully remote work; physical presence in any specific country is not required;

• Fully electronic workflow;

• Possibility of horizontal and vertical career growth within the company;

• Possibility of partial compensation of external training;

• Possibility of purchasing hardware and online services for comfortable work;

• Partial sports and medical insurance compensation after 6 months of work.