Technical Support Engineer

Location: Beverly, MA

Derivix is seeking talented, customer-oriented Technical Support Engineer to join our team in our Beverly, MA office. The Technical Support Engineer primary role is to provide remote product and technical support for our existing customers, to prevent or resolve problems with product performance. The Technical Support Engineer will also play a role in the development of product implementation and support tools. The individual must be a motivated self-starter, with demonstrated technical problem-solving skills 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 (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.
• Monitor log files and status reports in order proactively identify and resolve customer issues.
• Interpret customer needs, perform any necessary remote diagnoses, technical troubleshooting, service, and repair of software. Communicate with Development Support team on customer feedback.
• Internal ownership of 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 Support team, and work on cross-functional teams to improve processes related to customer support.
• Provide mentorship to new employees joining the Technical Support team.

Qualifications and Skills:

• A minimum of 2 years of industry experience. Relevant experience includes (but is not limited to) technical support roles within an options trading desk environment; or an options-specific financial software firm.
• Demonstrated excellent customer service experience working with customers in high stress situations on complex problems.
• Familiarity with C#, XML, Shell & Batch Scripting, 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.
• Strong organizational skills, and ability to juggle multiple issues at once.
• Strong troubleshooting skills, uses critical thinking skills to eliminate causes of problems and find solutions. Creative approach to problem-solving.
• Ability to work independently and within a team
• 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.

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:

product-careers@derivix.com

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.