Customer Support Technical Specialist

vor 6 Monaten

Hamburg, Deutschland DIGITEC Financial Technologies and Services GmbH Vollzeit

**Your role and responsibilities**:
DIGITEC stands at the forefront as a specialist provider of B2B Financial Markets software solutions, with a growing emphasis on SaaS solutions. As we continue to expand our global Customer Success and Service team, we are seeking technically adept individuals based in the UK or Germany to join our ranks.
In the role of Technical Support Specialist, you will wield considerable influence, ensuring the seamless operation of our systems and providing resolution to technical inquiries from our valued clientele. Working in close collaboration with fellow members of our global Customer Success Team, you will take charge of managing assigned cases.
This position is well-suited for seasoned technical support professionals with a penchant for client interaction, possessing both operational and technical expertise within the eFX, Fintech, and financial services landscape.
Amidst a swiftly evolving business landscape, with a keen eye on enhancing the customer journey, you will immerse yourself in our platforms, gaining a comprehensive understanding of our operational dynamics while assisting clients with technical quandaries. Moreover, you will have the opportunity to contribute to ongoing process enhancement initiatives within the team.
This role offers a hybrid remote work arrangement, with scheduled office days in either London (UK) or Hamburg (DE), providing you with a balanced work environment conducive to productivity and collaboration.

Key Responsibilities:

- Facilitate the installation and configuration of customer software solutions across Windows and Linux platforms
- Offer technical guidance and support to customers, covering database, connectivity, network setup, and operating environment configuration
- Conduct in-depth analysis of log files and provide support for API protocols
- Utilize various monitoring tools such as Grafana, Icinga, and Prometheus to ensure system availability
- Identify and escalate situations necessitating urgent attention from other functional teams
- Demonstrate flexibility by occasionally traveling to our headquarters in Hamburg, Germany, and other international destinations.

**Skills and experiences we‘re interested in**:
Desired Skills and Experience:

- Demonstrated proficiency in computer systems and SaaS platforms, with a strong technical acumen in MS SQL database servers and monitoring tools such as Grafana and Icinga
- Extensive experience in system administration for both Windows and Linux environments, coupled with a deep understanding of networking principles
- Previous exposure to help desk operations, customer support, or analogous technical customer success roles is highly advantageous
- Strong problem-solving abilities, coupled with a keen analytical mindset and a collaborative approach to teamwork
- Willingness to adapt and learn new technologies as necessitated by evolving industry trends
- Exceptional communication skills, both verbal and written
- Customer-centric ethos and a consultative approach, dedicated to resolving clients' core issues and facilitating their success
- Fluency in English is essential; proficiency in German is highly desirable and advantageous.

**What we offer as an employer**:

- Competitive salaries, secure employment, and generous holiday allowances.
- Enjoy additional perks such as JobRad, a company pension plan, and a generous 30-day vacation.
- Become an integral part of a seasoned team comprising technology and business experts, renowned worldwide as a frontrunner in an industry facilitating trades totaling $6.6 trillion daily.
- Immerse yourself in a performance-oriented culture characterized by a warm and inclusive work environment, whether you're working remotely or at our headquarters.
- Your ideas aren't just valued; they're pivotal in sculpting the trajectory of our products and services.

**About us**:
DIGITEC Financial Technologies and Services GmbH is a well-established and industry-leading developer of software for the financial technology market. Our financial technology products cover the pricing and settlement of FX/MM businesses as well as FX market data. Our customers include more than 40 well-known major banks worldwide, including Europe, America, Asia and Australia. We are world market leader with our D3 product family for calculating and distributing exchange rates. Our success was only made possible by our great team of approx. 50 colleagues with huge knowledge about software development, financial mathematics, sales, IT systems, etc.

DIGITEC stands for equal opportunities and a respectful and friendly teamwork environment. Our colleagues have been with us for many years and we are proud of that.

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