Join our team

Singapore

Technical Support Engineer - Market Data

February 2020

Description

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.

Essential accountabilities

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.

Other required accountabilities

  • May be asked to investigate issues raised by production team
  • Shares experiences and ideas across data teams
  • Ensures deliveries are on-time and conforms to quality standards.
  • Continuously thinking and sharing about ways to maximize productivity.
  • Maintains a professional, responsive and proactive relationship with QuantHouse Clients.
  • Ensures that all work status and important issues are communicated, highlighting issues or concerns to the Manager and Senior Management where appropriate. Gives clear and concise instructions and task assignments. Provides constructive feedback.
  • Must be able to provide coaching to other individuals on the team
  • Identifies risks and proactively develops solutions

Dimensions

  • Experience working in a dynamic and deadline driven environment
  • Provide customer facing support to all QuandFeed customers during APAC business hours.

Knowledge, eduction & experience

  • BSc or equivalent in Computer Sciences
  • Fair knowledge of the financial markets
  • Must be customer oriented
  • 2+ years of work experience in customer services
  • Good organizational and time management skills
  • Must be able to work as part of an international team
  • Strong oral and written communications skills (English is a must, additional languages welcomed)
  • Requires minimal supervision
  • Strong problem solving skills
  • Strong Linux (Debian) end user & shell scripting skills
  • Occasional travels to Paris may be required

Complexity

  • Determine root cause then recommend solutions of urgent market data issues
  • Communicating complicated situations using simple means to affected customers
  • Deliver analysis and recommendations on unfamiliar data domains in short periods of time
  • May be asked to prepare various production/quality reports providing analysis, highlighting progress and relevant issues to be resolved.

(qhhr@iress.com)