Careers

What Will You Be Involved With?

Customer Support & Issue Resolution

• Handle Customer Inquiries: Serve as a primary point of contact for customer queries via support desk calls, trading platform tickets, or the customer ticket portal.
• Effective Troubleshooting: Demonstrate in-depth understanding of TT systems, using available tools and log files to efficiently investigate and resolve technical issues.
• Timely Resolution & Escalation: Recognize high-priority incidents, conduct initial troubleshooting, and escalate to Engineering or Site Reliability teams as needed.
• Expert Log Analysis: Analyze both front-end and back-end logs to diagnose issues and work toward swift resolution.

Incident & Problem Management

• Accurate Case Documentation: Maintain clear, up-to-date records of all incidents, including troubleshooting steps, status updates, and resolution details.
• Incident Progression Oversight: Track issues from the initial report through to final resolution, ensuring accountability and timely follow-up.
• Continuous Improvement: Provide feedback to product and engineering teams regarding recurring issues and potential enhancements to reduce future incidents.

Communication & Collaboration

• Professional Client Interactions: Communicate professionally and clearly with clients, providing regular updates on incident status.
• Coordination with Internal Teams: Work closely with Engineering, Site Reliability, Product, and Operations teams to ensure issues are escalated appropriately and resolved in a timely manner.
• Knowledge Sharing: Contribute to team discussions, documentation, and training to improve collective expertise and workflow efficiency.

Technical & Tool Proficiency

• Core Tools Mastery:
  • ServiceNow – For ticket management and knowledge base reference
  • Kibana (ELK Stack) – For log file searches and analysis
  • Slack – For internal communication and alerting
  • Webex – For handling phone calls and remote troubleshooting sessions
  • Confluence – For maintaining support wikis and process documentation
  • Google Gemini – AI-assisted tool for improved communication and troubleshooting
• Platform & Architecture Expertise: Maintain expert-level knowledge of TT’s front-end and back-end architecture to effectively diagnose and replicate software issues.

Work Expectations & Coverage

• Availability & Responsiveness: Be online and responsive during assigned working hours, promptly addressing calls and tickets.
• Weekend & Holiday Coverage: Participate in occasional coverage needs, such as mock trading sessions or critical incident handling.
• PTO & Scheduling: Collaborate with team members to ensure adequate coverage and seamless customer support.
• Desk Coverage: Notify the team when stepping away to maintain continuous support availability.
• Response Time: Strive to handle tickets and calls rapidly to uphold service quality standards.

Performance & Accountability

• Ownership & Follow-Through: Take full responsibility for assigned cases, ensuring customers receive timely and accurate updates.
• Quality of Work: Maintain a high standard of troubleshooting accuracy, documentation detail, and professional communication.
• Time Management: Balance a dynamic workload, prioritizing high-impact issues while ensuring all cases receive the necessary attention.
• Collaboration & Knowledge Sharing: Assist team members, share insights, and proactively contribute to improving processes and expertise.
• Adherence to Policies & Procedures: Follow established workflows and company policies for consistent support delivery.

Collaboration with Other Teams

• Engineering Escalations: Provide detailed troubleshooting information when escalating issues, and follow up to ensure resolution.
• Product Feedback: Share customer feedback and recurring issues to help guide product enhancements.
• Operations Coordination: Work with operations teams to monitor alerts, handle incidents, and contribute to post-mortem analyses.
• Sales & Service Management: Collaborate on resolving escalated client concerns and offer expert insights into platform usage.
• Cross-Team Knowledge Sharing: Participate in training sessions, documentation updates, and team discussions to refine support workflows.

Summary & Final Notes

• Customer-Centric Approach: Provide top-tier support to ensure customer satisfaction and platform stability.
• Importance of Communication: Effective verbal and written communication with both clients and internal stakeholders is essential for timely issue resolution.
• Continuous Learning: Stay updated on new product features, system improvements, and market trends to remain effective in a fast-moving environment.
• High Accountability: Demonstrate ownership, initiative, and a proactive attitude to excel in this critical role.

What Will You Bring to the Table?

• Language Skills: Fluent in English (Business Level) with excellent written and verbal communication.
• Customer Handling Skills: Strong phone and interpersonal skills, with a passion for delivering exceptional customer service.
• Technical Background: Experience supporting a derivatives trading platform or similar financial system. Comfortable working across Windows/OS X/Linux environments.
• Problem-Solving Aptitude: Strong investigative and diagnostic skills, able to quickly absorb new information and apply it to real-world scenarios.
• Teamwork Orientation: Collaborative mindset, eager to assist colleagues and share knowledge.
• Professionalism: Demonstrates dependability, adaptability, and initiative; comfortable in a fast-paced environment.
• Support Tools Knowledge: Familiarity with ServiceNow, Jira, ELK/Kibana, Slack, Confluence, and other ticketing or communication tools.
• FIX Protocol (Optional): Exposure to FIX Protocol 4.0 or higher is a plus.
• Availability: Willingness to occasionally work evenings/weekends when operational needs dictate.

Why Join Us?

• Impactful Role: Your efforts directly influence customer satisfaction and trading platform stability.
• Growth & Development: We encourage ongoing training and offer avenues to deepen your technical expertise.
• Collaborative Environment: You’ll work alongside expert teams in Engineering, Product, and Operations to continuously improve the platform and customer experience.
• Dynamic Setting: Join a fast-moving, global environment where each day brings new challenges and learning opportunities.

What We Bring to the Table

Compensation:

• Health & Financial Security:
  • Pension contributions
• Time Off & Flexibility:
  • Enjoy the best of both worlds: the energy and collaboration of in-person work, combined with the convenience and focus of remote days. This is a hybrid position requiring three days of in-office collaboration per week, with the flexibility to work remotely for the remaining two days. Our hybrid model is designed to balance individual flexibility with the benefits of in-person collaboration, enhanced team cohesion, spontaneous innovation, hands-on mentorship opportunities and strengthens our company culture.
  • 25 days of Paid Time Off (PTO) per year, with the option to roll over unused days.
  • One dedicated day per year for volunteering.
  • Two professional development days per year to allow uninterrupted professional development.
  • An additional PTO day added during milestone anniversary years.
  • Generous parental leave for all parents (including adoptive parents).
• Work-Life Support & Resources:
  • Budget for tech accessories, including monitors, headphones, keyboards, and other office equipment.
  • Milestone anniversary bonuses.
• Wellness & Lifestyle Perks:
  • Subsidy contributions toward gym memberships and health/wellness initiatives (including discounted healthcare premiums, healthy meal delivery programs, or smoking cessation support).
• Our Culture:
  • Forward-thinking, culture-based organization with collaborative teams that promote diversity and inclusion.