Field Support Engineer
Location: New York City & Chicago
The Role
Derivix is seeking talented, customer-oriented and technically savvy Field Support Specialists to join our team in our New York City and Chicago offices. The Field Support Specialist's primary role is to provide in-the-field post-sales product and technical support for our existing customers, to prevent or resolve problems with product performance. The Field Support Specialist will also play a role in training and in future product design by identifying and communicating client issues and feature requests to our Product Management team. The individual must be a motivated self-starter, with demonstrated technical problem solving skills; a subject matter expert; and have a strong customer service orientation and experience.
Responsibilities:
- Be knowledgeable and proficient on the company's products and services.
- In-depth, hands-on involvement in assisting Derivix customers and technical support engineers on support cases for trading desks within investment banks, hedge funds, proprietary trading environments, and exchanges.
- Work collaboratively with customers in potentially stressful situations, while providing professional and courteous technical expertise.
- Interpret customer needs, perform any necessary diagnoses, technical troubleshooting, service, and repair of software at customer site. Communicate with Development Support team on customer feedback.
- Follow up on open customer issues.
- Create documentation and post-mortem analysis of support cases and escalations.
- Record and maintain all customer interactions, issues and client feature requests in company's CRM database.
- Participate in special projects as necessary to improve the Field Support team, and work on cross-functional teams to improve processes related to customer support.
- Provide mentorship to new employees joining the Field Support team.
Qualifications and Skills:
- A minimum of 5 years of industry experience. Relevant experience includes (but is not limited to) technical support roles within a options trading desk environment; or an options-specific financial software firm.
- Proven success in delivering high quality service and support. Demonstrated excellent customer service experience working with customers in high stress situations on complex problems.
- Ideally, the ability to converse with options traders in their own terms, familiarity with trading and pricing models including binomial and Black Scholes. Familiarity with risk management and options execution a plus.
- In depth knowledge of configuration, administration and technical support within the Windows environment, in particular Windows Admin experience.
- Familiarity with FIX infrastructure, XML and Windows command line tools.
- Must be a highly motivated self-starter with strong technical problem solving, verbal and communications skills. The person in this role will spend significant amounts of time working hands-on with the software and closely with customers in the field.
- Familiarity with standard software engineering principals and practices.
- Strong organizational skills, and ability to juggle multiple issues at once. Familiarity with meeting planning and meeting management skills a plus.
- Strong troubleshooting skills, uses critical thinking skills to eliminate causes of problems and find solutions. Creative approach to problem solving.
- Professional demeanor. Strong customer interaction skills. Integrity, sound judgment.
- Experience in providing software training a plus.
- Ability to work independently and within a team
- Ability to be on-site with customers with minimal notice.
Education:
A Bachelor of Science degree, or equivalent related experience is required.
Application Process:
To apply for this position, please send cover letter and resume, salary requirements, contact information, including cell phone number and best time to contact you to:
Derivix Corporation is an equal opportunity employer. It is Derivix’ policy to recruit and select applicants for employment solely on the basis of their qualifications, with emphasis on selecting the best-qualified person for the job. Derivix does not discriminate against applicants based on race, color, religion, sex, sexual orientation, national origin, or disability or any other status or condition protected by applicable law.
All resumes and information provided will be reviewed and qualified candidates will be contacted promptly for additional evaluation.