Technical Support Engineer

Join Symphony, a leading communication and markets technology company powering global finance. We're expanding our AI-powered collaboration and need passionate individuals to provide top-tier technical support. As the first point of contact, you'll troubleshoot customer issues via Zendesk and phone, escalating when necessary. You'll collaborate with Development Operations and Product teams, ensuring SLAs are met. You'll also assist with implementations, product testing, and documentation. Weekend and holiday coverage is required on a rotating basis.

Qualifications include a B.S. in Computer Science (or related field) and 2+ years of technical support experience. Strong knowledge of REST, Javascript, Java, HTML, CSS, and APIs is essential, as is a working understanding of network infrastructure, SAML, Unix/Linux, Windows OS, and cloud-based services (SaaS). Excellent communication, problem-solving, and prioritization skills are a must. Experience with Splunk, Datadog, or similar monitoring tools is a plus. Experience with ZenDesk/Jira, financial services, or unified communications is highly desirable, as are additional languages (French, Spanish).

Benefits include a competitive salary, bonus plan, and regional-specific perks, including a 'Build Your Own Benefits' perk.

Responsibilities:
* First point of contact for support queries via Zendesk and phone.
* Evaluate, troubleshoot, and follow up on customer issues.
* Prioritize, investigate, diagnose, and resolve issues.
* Liaise with Development Operations and Product teams.
* Ensure tickets are up-to-date and properly closed.
* Assist Solutions Engineers with implementations.
* Assist in product testing and research.
* Contribute technical documentation.
* Weekend and holiday coverage (on rotation).

Nice-to-have Skills:
* Experience with help desk ticketing tools (ZenDesk, Jira).
* Experience in financial services or unified communications.
* Additional languages (French, Spanish).