Technical Product Support Engineer Manila

1 week ago

Manila, National Capital Region, Philippines Exegy Full time

All Jobs > Technical Product Support Engineer

Exegy is a global leader in intelligent market data, advanced trading systems, and future-proof technology. Exegy serves as a trusted partner to the complete ecosystem of the buy-side, sell-side, exchanges, and financial services technology firms around the globe. Headquartered in St. Louis with regional offices in North America, the UK/Europe and Asia Pacific, Exegy has the global footprint to deliver world-class support and managed services to its customer base of elite financial market participants.

Job Summary:

Recruitment is underway for a Technical Product Support Engineer position located in Manila, working collaboratively within the Technical Product Support team. In this role, you will play a crucial part in delivering high-level support to our global clientele, which includes numerous tier one banks.

The position is dynamic, requiring team members to strive towards becoming subject matter experts for each of our products. This role provides the opportunity to collaborate with various teams within the organization, such as engineering, Technical Account Management, Sales, and, notably, other support levels. Adhering to a follow-the-sun support model, the role involves seamless handovers with our Production Support and Monitoring teams and Product Specialist teams in both the US and APAC regions.

While day-to-day operations may vary, the primary focus involves delivering production support for our Exegy appliances. Technical Product Support team members are tasked with conducting in-depth investigations into issues, with a significant emphasis on customer interaction. Additionally, the team oversees Change Management, encompassing the scheduling and implementation of production changes for Exegy appliances.

This role promises to be both challenging and rewarding, offering a unique opportunity to familiarize oneself with the policies of prominent capital markets firms and stock markets. It is particularly well-suited for individuals keen on learning and aspiring for career advancement.

Responsibilities:

  • Ownership of technical enquiries & issues end to end
  • Identify, diagnose and resolve incidents raised by Exegy clients
  • Collaborate with Technical Account Managers to prioritize and schedule changes based on business needs across multiple platforms
  • Working closely with our Product and Engineering teams on software and process enhancements
  • Incident resolution & Outage call handling; notifying internal and external stakeholders and being responsible for resolution, communications and follow-ups
  • Excellent project management, organizational skills, and the ability to prioritize tasks
  • Monitoring of production environments; identifying and implementing improvements
  • Be a point of contact with other teams to ensure a tight implementation and delivery of a software solution into production
  • Running reports to analyze common complaints and problems, putting processes in place to reduce common errors and faults
  • Be a knowledge share champion to our internal knowledge base on common issues and practices and help cross-train on our suite of products
  • Rolling out software and configuration changes / change request management

Our Ideal Candidate Has:

  • Degree in Computer Science, Engineering or related discipline
  • Effective written and verbal communication skills
  • Excellent problem solving and analytical skills
  • Ability to multitask and prioritize responsibilities
  • Proven ability to thrive in fast paced day-to-day activity
  • Proven track record of exceptional performance, high productivity and meeting deadlines
  • Working knowledge of various operating systems: Unix, Linux, Win Systems, etc.
  • Track record of working within a highly effective team
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