Customer Support Technical Specialist (m/f/d)

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), Hamburg (DE) or Singapore (SGP), providing you with a balanced work environment conducive to productivity and collaboration.
Please note that we can only consider candidates who have the legal right to work in the UK or the EU, as visa sponsorship is not available for this role.

Key Responsibilities:

• Conduct regular system checks and application management to uphold SLA standards
• 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
• Address customer issues promptly via email and phone, ensuring timely resolution
• 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
• Background in working with banking software applications, particularly within the realms of eFX, FX, and/or common e-trading solutions, along with familiarity with the FIX protocol
• 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.