Product Support Analyst
2d ago

About usBarracuda FX is a leading provider of end-to-end, front-office foreign exchange platforms for medium and large sell-side banks.

We provide complete systems covering trading, sales, compliance, reporting and all front office functions. We take a product-led and engineering-focused approach to delivering advanced technology to demanding customers.

We leverage advanced, message-based architectures to create systems which process billions of dollars in transactions across five continents each day.

We also believe that creating the best technology is not enough. We have a deep commitment to providing the best service and support in the industry.

We partner with our customers to solve the hardest problems they face and ensure they achieve their goals. We are hands-on and solutions-oriented, and we understand that we succeed only when our customers succeed.

At Barracuda FX, we are committed to building a thriving, diverse and connected culture where people feel welcomed and are invited to bring their whole, authentic selves to work every day.

Your roleClient Services Engineers (CSEs) are the front line of Barracuda FX working with customers on a day-to-day basis.

As Barracuda FX provide mission critical systems for foreign exchange, Client Services Engineers ensure those systems are functioning every day, every second and every millisecond.

CSEs provide hands-on system operation, answer questions, support in-house teams, troubleshoot problems, perform upgrades and anything else required, ensuring our customers have a reliable and dependable service.

Your duties and responsibilities

  • Monitor, deploy, support and operate sophisticated front-office trading systems processing billions of dollars in trades a day.
  • Interact with a wide spectrum of people at customer sites, from heads of trading desks to developers to systems administrators.
  • Perform regular system checks and analysis and provide reports of system functioning and service level.
  • Troubleshoot and restore system processing in event of incidents and problems.
  • Handle in-bound service requests and questions.
  • Perform proactive event managementYour skills, experience, and qualificationsRequired :
  • 1-3 years previous experience in a customer support role.
  • Experience working in FinTech or related field.
  • Strong attention to detail, self-management, initiative, discipline, and follow-through.
  • Exceptional problem-solving ability.
  • Experience in technical customer facing role and ability to demonstrate strong customer focusPreferred :
  • Familiarity with at least one scripting or object-oriented programming language.
  • Familiarity with SQL, databases or message-based software systems.
  • Service Management knowledge
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