Position: Application Support Engineer (Linux)
Company: ITExpert
Category: Support
Experience required: 3y
English level: intermediate
Published: 2023-04-01T00:00:00+03:00

It is a product-based international fintech company working with global banks and funds since 2011. It provides a low-latency gateway allowing instant transactions on global currency exchanges. The company works with microwave transmitters and other hardware solutions to reduce signal processing time. The company offers its clients hosting services for automated trading equipment.
Clients: the world's largest banks.

The company has offices in Israel (Jerusalem) and Ukraine (Kharkiv). Currently, everyone works remotely.

In total, the company employs 50 specialists (functional management, C++ developers, QA, network specialists, Support team: 3 specialists in the Philippines on night shifts, 1 UK, 2 in Israel, 2 in Ukraine).

The Support Engineer will be responsible for providing high-quality and effective support to company’s rapidly growing customer base.
The support engineer provides high-quality technical support for company’s rapidly growing customer base (global banks). As an expert in both the infrastructure and applicative aspects, the engineer will support both technical and non-technical end-users.

What you will do:
- Respond to customers’ inquiries relating to information, product functionality and issues.
- Log and classify all calls and requests for assistance in Service Now
- Recognize and escalate recurring problems, inferior processes or outdated procedures.
- Perform configuration modifications, documenting troubleshooting and problem resolution steps.
- Work on assigned customer integration projects

Support has 3 schedules: morning, night (usually people from the Philippines work there), and evening. The main work will be on the morning and evening schedules.

The time of schedule is Kyiv time (moves with the transition to summer/winter time):
- Night: from 00:00 to 9 am,
- Morning: from 9 am to 6 pm,
- Evening: from 5 pm to 00:00.
There is a duty schedule. It is five days per week work.

Some technical details:
- They use ServiceNow, which is good if you have experience with similar systems.
- You will work with Linux (with a command line, and logs).
- It is desirable to understand network traffic monitoring, ideally with Fx protocol.
- Sometimes, you will need to communicate with customers in urgent situations. Therefore, you should have good experience in communicating and writing in English with clients.
- Communication within the company and with clients is in English.

There will be the following interviewing stages:
- English test (up to 10 min),
- Technical stage with Head of Global Support (it takes up to 1 hour),
- Managerial stage with Founder & CEO (it takes up to 30 minutes).