Senior Support Specialist at NYC Fintech

Senior Support Specialist at NYC Fintech

Fintech based in NYC having raised $30M in Series Funding is looking for a senior support specialist. Firm provides post-trade regulatory software for trading firms. 50 people with 15 engineers, right now all the engineers are doing the support work and they’d like someone senior to come in and take on this workload.



  • Track record of strong support experience in preferably a lead position, 10+ years ideally
  • Ability to write effective unit and integration tests.
  • Experience with JIRA
  • Experience with CI/CD workflows using Jenkins and GitHub
  • Experience with automation engineering having built out test frameworks



  • Develop test plans, test cases, test scripts and test reports
  • Enhance existing support workflows
  • Interact with the DevOps team in building CI/CD pipelines, using Jenkins and Git



  • Competitive compensation with equity potential
  • 2 days a week work from home flexibility

Cyber Command Center Technician

Our client, a leading telehealth platform in the US, is seeking a highly motivated and professional individual with expertise in Cyber Security.


Brief Overview:


The Cyber Command Center Technician will play a critical role in the Hosting department. Specifically, the Cyber Command Center Technician will be responsible for monitoring their critical infrastructure from the Cyber Command Center (C3) and respond to alerts and escalations from their support staff. Their C3 is a state of the art command center from which they monitor and maintain multiple web farms and cloud based information systems. The C3 Technician will be exposed to the latest Information Technologies, with support from senior engineers in their Application Support, Database Admin, Network and Security Engineering, VoIP and Kiosk Operations teams.


Core Responsibilities:


  • The C3 Technician will support 24/7 operations including daily technical routines, performing system monitoring and alert responding, trouble ticketing, joining cyber security operations, critical situation management, and incident response
  • The C3 technician will track and monitor utilization trends and perform tiered escalations as required, various other duties may be assigned




  • Experience in a Network or Security Operations Center
  • Ability to perform multiple tasks in a priority manner
  • Understanding of SNMP and log based monitoring
  • Experience working with trouble ticketing systems
  • Familiarity with principles of Incident Response
  • Ability to learn quickly, follow procedures, and triage technical issues
  • 1-2 years of hands-on experience with technologies including but not limited to; Solarwinds, Security Software and endpoint protection, VMWare, F5, Linux administration, SQL queries, and Docker Containers are desirable
  • Ability to communicate clearly to technical and executive staff
  • This position requires working rotating shift schedules which includes nights, weekends, and holidays.

Technical Product Support Analyst

As a Technical Product Support Analyst, provide platinum-level production support by

obtaining continuous education on their products and industry, and managing

incidents to resolution for their diverse and prestigious production clients. As a

member of the Client Services group this position reports to the Director of Client Services.


As a dynamic, fast-paced firm at the forefront of an evolving industry, they are

the ideal fit for passionate, tech-savvy individuals looking to put their

skills to work in an innovative environment. They are more than a software company —

they are leading the way with cutting-edge technology, like the world’s premier fee

billing solution and their unmatched client experience.


They provide full health insurance, paid time off, 401K retirement options and

additional benefits. Their corporate office is in downtown Boston.



These are the expectations that they have of a successful and

accomplished Technical Product Support Analyst:


  1. Attain and increase expertise of their software products by being

hands-on and creating/maintaining strong relationships with QA,

Engineering and Product Management.


  1. Field incoming Service Desk calls/emails and formally log and track incidents

using the corporate-sanctioned issue-tracking tool.


  1. Learn the database structure in order to successfully handle incoming tickets.


  1. Independently troubleshoot and solve (or effectively escalate) client incidents.


  1. Manage client expectations on delivery of solutions and/or workarounds.


  1. Follow-up with required parties on outstanding Service Desk incidents and

understand status of each item on a regular basis.


  1. Effectively work with individuals of varying technical and business

understanding; should be able to adjust communication style based on targeted



  1. Work with their Relationship Managers and other Product Support

Analysts to help transition new clients from the implementation phase into

production support.


  1. Attend and actively participate in product training classes conducted by Product Management.



These are the qualifications of a successful candidate:



  1. B.S. or M.S. degree from an accredited university and/or related experience in

Finance, Accounting, Information Technology or Management Information



  1. 3 years of experience supporting large-scale, high-volume enterprise

applications is preferred; Financial Services products are a plus.


  1. A solid understanding of software operating systems and a basic understanding

of database applications and User Interfaces (UI).


  1. Proficiency in SQL is a must.


  1. Strong analytical and problem-solving skills.


  1. Ability to learn new technologies quickly and effectively.