Technical Product Support Specialist

Main Responsibilities

• Acting upon clients’ support requests (by email and rarely web meetings), following up with the project manager and development team, and liaising with the clients once they are resolved;
• Investigating support requests raised by users, often related to messaging APIs, protocols, TCP connectivity, Java VM and Windows environment settings, XML dictionary files, and many other aspects of our applications;
• Provide internal departments and management with customers’ feedback.
• Participate in client demonstrations and training sessions (in some cases if required in the North American East Coast time zone (15:00 – 00:00 MSK) – by ad hoc requests, for ongoing support there is the dedicated specialist for it);
• Contribute to improving the product documentation, and to building the company’s internal knowledge base by creating articles in Confluence, about the company procedures and products (development, testing, release, client on-boarding)
• Carrying out testing of new product features and liaising with the project manager and development teams to resolve issues before release to clients.
• Managing the on-boarding of new clients by setting up their product download areas and supporting them by email during the product deployment phases.
• Issue and manage product licenses to users.

Skills and Qualifications:

• Upper-intermediate (or higher) English writing skills, including email etiquette.
• Readiness to know all the details about Product functional and non-functional requirements, complex use-cases and workflows.
• Technical experience and knowledge, including Windows, databases (SQL), networking and messaging (OSI model, TCP, UDP, request/reply, subscriptions, message structure, fields and values), XML, Java VM
• Ability to clearly explain complicated procedures in a simple and understandable manner.

Would be a Plus:

• Customer support related experience.
• Experience with the FIX Protocol.
• Experience with leading or actively participating in technical walkthroughs and client demonstrations.
• Experience with PC system administration.
• Bachelor's/College Degree, Computer Science/Information Technology or equivalent.

Would be great if you are:

• A mature person who can be trusted and who will genuinely care about their job and responsibilities.
• Patient and understanding when helping new users familiarize with our products.
• Able to work independently, proactively, and under pressure against multiple deadlines.
• Self-starter, i.e. motivated and able to take the initiative without waiting to be told what to do.
• Exceptionally attentive to details and able to think outside of the box.
• Able to learn how to use new software quickly and a genuine enthusiastic for technology.
• Someone who can bring external knowledge to the team and continually seeks to improve themselves.
• Good in planning

Benefits You Will Enjoy:

• Completely official employment in accordance with Labor law
• Salary stated and calculated in USD
• Excellent compensation package
• Five-days working week with flexitime 
• Annual salary review.
• Yearly Bonus.
• Subsidized company lunches.
• Free English lessons.
• Free snacks bar.
• Excellent career path in a fast-growing technology company within global markets.
• Opportunity to work in our nice office in St Petersburg (m.Vasileostrovskaya) or remotely in case you are located in other city

Degree of Autonomy & Level of Authority

Working under the supervision of the Project Manager and able to undertake the necessary work very much independently once it’s scoped out. We have a flat hierarchy where everyone gets involved with different aspects of the technology and is free to voice their opinion.