QuantHouse supports a broad range of market data requirements for institutions, exchanges and financial professionals around the world, from low latency streaming data for the algorithmic trader, to intraday or delayed delivery for the portfolio manager. We boast a spectrum of innovative data delivery options and a comprehensive suite of end-to-end algorithmic trading solutions over the advanced infrastructure of our global network.
Technical support engineer provides investigation and root cause analysis for the products sold to our customers. He oversees incidents raised by the customers and tracks it until resolution done by one of the resolution teams. He supervises and communicates any market incidents detected by our monitoring tools or exchange notification. The support is made through emails and a helpdesk phone number. The analysis of the incident can lead the technical support engineer to look for a temporally work around which will be specify by him and applied by our operation team.
Responsible for providing customer support for QuantHouse products during APAC business hours. This role is to answer though our ticketing system OTRS and on our helpdesk to questions raised by our customer. (Customer facing role). He will investigate, reproduce the issue and identify the root cause. When the root cause is identified, he will escalate the issue to one of the resolution teams to fix the issue. Responsible for communication towards our customers in case of incident and ensure with the responsible teams the correct data /service restoration. Identify and recommend solutions to correct market data as workaround.
Responsible of monitoring of the QuantFEED APAC market data contents and APAC Exchanges notifications. In case of abnormal situation raised by our monitoring systems, he will investigate the issue to confirm the severity and escalate to the appropriate team to solve the incorrect market data. He will be in charge to communicate towards customers our progress of the incident resolutions.
Provide help and support for presales regarding prospect demo request and accounts, as well as license file generation.