WHY Linedata?
Linedata is an award winning software solutions company. We believe finance matters to our society as much as energy to life and fueling financial transformation is vital for development and leadership.
We humanize technology :
- We are passionate experts who provide the investment management and credit communities with innovative, user-friendly products which help their businesses grow in over 50 countries
- Our environment is international, ego-free and relaxed. We believe in building confidence through giving clear responsibilities to our team members and managing to given goals and targets. We celebrate success and we enjoy each other’s company
- We employ more than 1100 employees representing 40 nationalities spread throughout our offices in 14 countries. We believe in mobility, diversity & team work.
- Our mission is to continue to find new ways to create and build flexible, mission critical software and services and to stay on the cutting edge of the financial software space.
JOIN THE MOVEMENT
We provide the investment management and credit communities with an innovative, user-friendly suite of products that, through detailed market and client insights, help their business’ to grow in over 50 countries.
We are transforming the financial services community which is in constant evolution.
With our agility we make technology simple & accessible for our users. Let’s work together to achieve the best solutions for our clients.
The Role
The Senior Technical Support Specialist provides technical and application support for Linedata's front and middle office product lines.
The Senior Technical Support Specialist role is a Level 2 technical position, responsible for providing support to the Level 1 Support Helpdesk through the means of internal triage and escalation. Support issues involve both technical and business-related issues, so the Senior Technical Support Specialist will be expected to work and communicate effectively with both internal Linedata resources (Level 1 Support, DBAs, Developers, Product owners, etc.) and, at times, end users (Traders, Business Analyst, Compliance Officers, Trade Support, etc.) of the Linedata Product suite. The ideal candidate needs to be able to efficiently diagnose, troubleshoot, resolve and escalate issues as needed. In addition, the ideal candidate will be involved in helping with on-boarding and mentoring new employees, as well as collaborating with current employees.
This position will require weeknight and weekend availability for month-long support on-call rotation, twice to three times per year.
Essential Duties/Responsibilities
Research, diagnose, troubleshoot and identify solutions to resolve customer issues related to application use and configuration.
Provide prompt and accurate responses to customers within SLAs as defined by the level of Service purchased by the customer.
Properly prioritize all customer incidents.
Foster and maintain mentoring relationships with Level 1 Support Helpdesk employees.
Understand and use Linedata’s proprietary issue management tool, KEN – including how to update, escalate and resolve incidents.
Ability to interact with various levels of client and firm management through both written and verbal communications.
Report software issues to Product Development via documented processes and procedures, including replicating the issue when possible and performing all due diligence.
Identify workarounds to bugs and customer issues whenever possible.
Manage multiple client issues simultaneously.
Identify common issues and techniques for addition to Knowledge Base.
May support senior teams on client projects to learn through experience.
Work to understand client's business needs above and beyond the immediate requirements.
DESIRED EDUCATION & EXPERIENCE
Bachelor’s degree in relevant field.
5-7 years technical software support experience.
Experience working in a financial services/software client support environment with an understanding of buy side trading applications, protocols, and interfacing applications. (OMS, EMS, FIX protocol, etc).
Knowledge of IT infrastructure and Windows OS in a support related setting.
Solid business acumen and awareness of trading/portfolio management/trade operations implications of decisions.
Candidates must be ambitious, self-driven, and looking to work in a fast-paced environment.
Ability to thrive in a collaborative and team driven environment that requires flexibility, good judgment and sound decision-making based on limited information and/or extreme conditions.
Strong problem solving and troubleshooting skills with a sense of urgency to be able to quickly and confidently assess risks as it pertains to client deliverables/tasks as they arise.
Excellent oral and written communication skills.
Proven ability to understand and develop concept driven solutions and problems.
Ability to work on an on-call basis and provide coverage during non-standard (M-F 8-6) business hours including public/market holidays.
Mindset for automation, rather than creating and continually supporting manual processes.
Demonstrated technical skills in some or all of the following areas:
General Sysadmin expert.
Comprehensive knowledge of Windows Systems and applications.
Very strong working knowledge of SQL: reading and developing complex T-SQL, develop and analyze stored procedures, use tracing tools such as SQL Profiler, PSSDiag, SQLNexus to investigate performance issues, etc.
Working knowledge of ETL (i.e. Powershell, SSIS, Python)
Working knowledge of Scheduling Systems and the ability to both create and modify automated processes.
Exposure and working knowledge of creating re-usable Powershell scripts
Understanding of File Transfer Protocol (FTP), including encryption techniques such as PGP and SFTP.
Exposure and working knowledge of Cloud Infrastructure (AWS, Azure)
Exposure and working knowledge of network and domain architecture.
Exposure and working knowledge of RDBMS
Exposure to programming environments a plus (e.g. Visual Studio and Visual Studio Code)
Exposure to programming languages a plus (e.g. C++\VB\.C#\.NET)
ADDITIONAL INFORMATION
- Job Location – Boston MA
- Flexibility – Hydrid in office 2 days a week
WHY JOIN US
A work environment and a strong culture built on agility, openness, respect and high quality
A comprehensive benefits package to every full time employee from the day they start, including 100% medical and dental premiums paid, a 401k plan with matching, performance bonus, paid parental leave, paid holidays, PTO and more
Employee recognition and service anniversary award programs offer the opportunity to earn points and gift cards
Chat with our insiders and learn more about your future role at Linedata! Start the conversation here: https://www.linedata.com/careers/talk-our-insiders
Commitment to Diversity
We recognize, celebrate, and seek to increase diversity across our organization. Diversity is an asset to organizations and linked to better performance. It is an integral part of how we do business and imperative to our success. As an international Group, we also believe that our people need to reflect our clients and local communities.
Linedata is an Equal Opportunity Employer. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations.
It is our intent to maintain a work environment that is free of harassment, discrimination, or retaliation based on an individual's race, color, religion, religious creed, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information, marital status, sex, gender, age, sexual orientation, veteran and/or military status, protected medical leaves, domestic violence victim status, political affiliation, or any other status protected by federal, state, or local laws.
