Application Support Engineer - Greenwich, United States - The Phoenix Group

Description

We're on the lookout for an Application Support Engineer to join our team in a fast-growing company environment. Collaborative spirit is key, even though you'll mainly work independently. As the go-to person for ensuring top-notch customer satisfaction, you'll handle various applications, particularly those related to research and portfolio management.

Your responsibilities will include providing technical support to end users, addressing complex queries about system functions and usage, and constantly enhancing our software releases. Here's what you'll be up to:

• Dive deep into our suite of application products to offer stellar support to customers.
• Manage customer expectations to ensure they're thrilled with our products.
• Treat every user with professionalism and respect, acting as their advocate to our Project Management and Development teams.
• Log, investigate, and efficiently resolve tricky customer inquiries and issues.
• Collaborate effectively with Quality Assurance to tackle reported bugs.
• Ensure any unresolved issues are escalated appropriately to maintain customer satisfaction.
• Stay up-to-date on our support policies and procedures, and be prepared for rotating on-call duties.
• Identify and update support processes, collaborating with development and business teams.
• Diagnose issues like missing inputs or resource problems, using tools like stack-traces, system logs, and debuggers.

Here's what we're looking for in you:

• At least a bachelors degree, preferably in Informatics & Computing or software engineering.
• Minimum of two years' experience in directly supporting software applications in the financial industry.
• Solid knowledge of Equities, Futures, FX, or Fixed income markets.
• Strong troubleshooting skills and experience in customer-facing roles.
• Ability to work independently or as part of a small team.
• Familiarity with client-server or web-based applications, and preferably some Python, Java, or SQL skills.
• Willingness to work staggered support shifts.
• Excellent communication skills, both written and verbal.

The salary for this role is expected to be in the range of $100,000-$120,000, with potential for adjustment based on various factors. Additionally, you'll be eligible for an annual discretionary bonus and a comprehensive benefits package, including paid time off, medical/dental/vision insurance, and 401(k) benefits