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Support Team Lead

Remote: 
Full Remote
Contract: 
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Offer summary

Qualifications:

4+ years experience managing support teams for back-end software, Experience as a support engineer in production environments, Linux knowledge: log analysis, regex, processes, Fluent English, Knowledge of SQL and FIX protocol.

Key responsabilities:

  • Manage a global team of 5+ support engineers
  • Monitor financial systems and interact with customers
  • Resolve technical issues and coordinate with the Development group
  • Perform configuration changes and document troubleshooting steps
  • Create procedures, use KPIs, manage team's work
Fluent Trade Technologies logo
Fluent Trade Technologies Computer Software / SaaS SME https://fluenttech.net/
51 - 200 Employees
See more Fluent Trade Technologies offers

Job description

Description

Fluent Technologies is a leading system integrator & hosting provider specializing in the delivery of ultra low-latency strategy and market data solutions for the Financial Industry.

Please visit us at www.fluenttech.net

Support Team Leader job description

Fluent supplies ultra-low-latency engines for Tier-1 banks globally. As a team leader in the support team you will be hands-on support while also managing a team of 5 + support engineers worldwide. The team will support both technical and non-technical end-users. Scripting and documentation projects will also be included.

The team will:

  • Monitor an operational financial system
  • Interact with customers in Europe as tier-2/3 support
  • Take ownership of technical issues, and work with our Development group to resolve more advanced issues when necessary.
  • Perform configuration modifications, Documenting troubleshooting and problem resolution steps


The Team leader will: 

  • Create and enforce procedures and methodology
  • Create and use KPIs and reports
  • Manage the team’s work (tasks, response times, shifts etc)
  • Do some hands-on work, and a few shifts
  • Work closely with customers and R&D


Desired Skills & Experience


  • Experience of 4+ years in Managing a support team for a back-end software
  • Linux knowledge: analyze logs , regexp, processes 
  • Experience as a support Engineer for production environments 
  • Excellent English



Advantage

  • Basic SQL
  • Financial background: FIX protocol, FX trading, 
  • Scripting: one of bash, python, Perl, Cshell
  • Basic Network knowledge, telnet, TCP/IP 
  • Experience with ServiceNow
  • Experience with Jira, Jenkins
  • Experience with SVN
  • Experience with C++

Required profile

Experience

Industry :
Computer Software / SaaS
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Other Skills

  • Open Mindset
  • Verbal Communication Skills
  • Team Effectiveness
  • Team Management
  • Leadership Development

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