Requirements and responsibilities
About the Job
We're looking for a Customer Success Engineer to become the single named point of contact for a portfolio of brokerage, banking, and financial institution clients.
The role needs genuine technical depth. You'll triage, investigate, and resolve issues spanning SQL databases, Windows server environments, network communication, and our trading platform. And it needs a customer-success mindset: you build trust, communicate proactively, and grow with the role as our team evolves into a full customer-success function. You will work closely with an international team.
Key Responsibilities:
Technical resolution:
- Triage and classify incoming tickets accurately using an objective impact matrix;
- Troubleshoot and resolve issues across the trading platform, including server-to-server communication, system integrations, SQL/T-SQL databases, and Windows server environments;
- Investigate access control issues between virtual networks and secure systems; support encryption and secure communications configurations;
- Assist in system integrations and deployments, and document troubleshooting steps in the shared knowledge base;
- Escalate to engineering when needed while remaining the ticket owner throughout;
- Keep your clients informed with regular, structured updates at every stage;
- Close every ticket completely and correctly.
Customer success & relationship management:
- Own the end-to-end relationship for your named client accounts;
- Run regular cadence calls with each client to review open items, share platform updates, and align on expectations;
- Monitor client health: backlog age, reopen rates, and sentiment signals.
Requirements:
- Bachelor's degree in Computer Science, Information Technology, or a related field;
- 2–5 years of experience in Technical Support, Application Support, or a similar customer-facing technical role;
- Strong understanding of Windows OS, system administration, and server configuration;
- Hands-on experience with SQL / T-SQL databases, query writing, and performance troubleshooting;
- Solid grasp of computer science fundamentals: data structures, algorithms, operating systems, and software design;
- Excellent technical problem-solving skills combined with clear, professional written and verbal communication.
Preferred:
- Familiarity with front-end technologies: PHP, JavaScript, jQuery, Angular, CSS, HTML5, Bootstrap;
- Experience in the fintech, brokerage, or financial services sector;
- Prior exposure to trading platforms, order management systems (OMS), or capital markets back-office systems.