Product Support Engineer

About Exegy

Exegy is a global leader in intelligent market data, advanced trading systems, and future-proof technology. Exegy serves as a trusted partner to the complete ecosystem of the buy-side, sell-side, exchanges, and financial services technology firms around the globe. Headquartered in St. Louis with regional offices in North America, the UK/Europe and Asia Pacific, Exegy has the global footprint to deliver world-class support and managed services to its customer base of elite financial market participants.

Job Summary

The successful applicant will be responsible for analyzing data usage on behalf of our clients and working closely with them to ensure thorough understanding of our products and data. We will expect you to assist in training clients on our portfolio and services, as well as represent Exegy products and services at client meetings. Duties will include: compiling reports for various market data clients, client installs and migrations, building new custom reports and improving existing on our Business Intelligence (BI) portal, handling client calls, data and technical queries working closely with our product teams proving client feedback and potential software enhancements in addition to maintaining awareness of Exegy’s new technologies and concepts relevant to existing and future clients.

This will be a challenging and rewarding role offering a unique ability to learn the policies of many important capital markets firms and stock markets. It will be ideally suited to someone willing to learn and with a desire for career progression.

Responsibilities

• Ownership of technical inquiries and issues end to end; identify, diagnose and resolve incidents raised by Exegy clients
• Work closely with our Product and Engineering teams on software and process enhancements
• Incident resolution and outage call handling; notify internal and external stakeholders and be responsible for resolution, communication, and follow-up
• Monitor production environments; identify and implement improvements
• Be a point of contact with other teams to ensure a tight implementation and delivery of a software solution into production
• Run reports to analyze common complaints and problems and put processes in place to reduce common errors and faults
• Be a knowledge share champion to our internal knowledge base on common issues and practices and help cross-train on our suite of products
• Roll out software and configuration changes / change request management
  
  

• Degree in Computer Science, Engineering, or related discipline
• Effective project management and written and verbal communication skills
• Direct customer-facing experience
• Excellent problem-solving and analytical skills
• Ability to multitask and prioritize responsibilities
• Proven ability to thrive in fast-paced day-to-day activity
• Proven track record of exceptional performance, high productivity, and meeting deadlines
• Working knowledge of various operating systems: Unix, Linux, Win Systems, etc.
• Track record of working within a highly effective team
• Preferred: knowledge of monitoring software, Systems Administration experience, and Financial Markets domain knowledge or financial protocols expertise