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Support Engineer

  • : £80k + Bonus + Stock Options
  • : Permanent
  • : London
  • : DLT Fintech

This Role Is Now Closed

However, we would still like to hear from you as we regularly have similar roles. Please contact us on:

Tel: + 44 (0) 203 772 4567

Blockchain DLT Support Engineer Java Kotlin Scripting language Linux



Job Specification

The candidate will be experienced in supporting mission critical technical services to a 2nd or 3rd line level. They will have excellent communication skills (written and oral) and be used to dealing with customers first-hand. They will also have experience in at least one JVM-based development language and be able to navigate and understand enterprise level source code.
They will be an autodidact, able to work with minimal supervision and demonstrate an ability to solve complex technical problems. They will be able to prioritise and manage their workload of customer issues effectively and, if required, communicate confidently with the development team in matters related to those customer issues.

Key Responsibilities:

  • Provide a single point of contact for incoming technical calls related to products and services
  • Case resolution - research, resolve and respond to complex customer issues across the product line
  • Daily operations - including team operations, process improvement and information sharing
  • Make best endeavour attempts to resolve all support requests at a 1st, 2nd or 3rd line level
  • Ensure all support requests (no matter how small) are ticketed and that all investigation progress is added to the ticket
  • Take part in handovers to other teams in different geographies
  • Ensure customers are updated regularly and frequently with investigation progress
  • Ensure all identified workarounds or known issues are fully documented on the Support Team’s Wiki
  • Execute the Incident Management procedures in the event of a serious live service incident
  • Act as go-between for 4th line Technical Teams and the customer, relaying technical explanations or resolutions in appropriate language
  • Ensure all operational processes defined by the firm are followed and respected
  • Constantly strive to identify and implement improvements to technologies, processes and methodologies used in the team

Technical Skills:

  • Java, Kotlin (or another JVM-based language)
  • Scripting language (e.g. Bash, Python, Perl)
  • Familiarity with Linux and Windows and how to investigate software malfunctions on these OS’s using their various tools and commands
  • Basic networking investigation (e.g. connectivity issues, network traces)
  • Familiarity with operational monitoring tools

Advantageous Skills & Experience:

  • Familiarity with financial services infrastructure, processes (e.g. ITIL) and systems
  • An understanding and familiarity of Blockchain and distributed ledger technology
  • Experience working on enterprise development projects
  • Familiarity and experience with Incident Management processes

Benefits:

  • Vibrant, centrally located offices (with snacks provided)
  • Private Medical & Dental
  • Retirement scheme & life insurance
  • Enhanced parental leave & family friendly policies
  • Competitive vacation allowance
  • Working from home & flexible working (as needed and agreed)
  • A competitive salary that reflects your experience and merit
  • Discretionary Equity Based Incentive Plan
  • Discretionary bonus (or commission based incentive plan)

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Due to reasons of confidentiality, there are additional mandates we are actively working on that are not advertised.

If you are currently working in one of our specialist areas and are keen to explore new opportunities,please reach out to one of our experienced consultants, discretion is assured and all communications will be strictly confidential.

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