Title: Customer Support Engineer
ID: TEC00016609
Description
At Thomson Reuters, we deliver intelligent information quickly and efficiently, so professionals have knowledge to act. We combine industry expertise with innovative technology to deliver critical information to leading decision makers in the financial, legal, tax and accounting, scientific, healthcare, and media markets, powered by the world's most trusted news organization.
Description:
The Customer Support Engineer plays an integral role in supporting customers of our real time trading applications.
The engineer is an expert in the usage of the applications and knowledgeable about the internals of the components of the trading applications and the core platform on which the applications are based.
The engineer will communicate with customers to help with usage questions, find solutions and workarounds to immediate high priority problems, troubleshoot and diagnose issues, test and deliver patches.
The engineer will apply techniques as appropriate, for example: reproducing the problem locally, analyzing logs and data, replaying logs, reviewing protocol specs, using monitoring and tracing tools.
The engineer works closely with deployment, development, and QA teams to provide feedback from customers and to escalate issues and enhancement requests appropriately.
Essential Day-to-Day Responsibilities:
- Act as primary interface to customers for support issues
- Assist customers with troubleshooting live issues, diagnosing performance issues, devising solutions and workarounds, administration and configuration tasks
- Clearly communicate to customers the analysis of an issue's causes, impact, and planned resolution
- Set customer expectations as to the resolution of an issue and availability of remedy
- Escalate issues when appropriate, providing issue details and feedback to other teams
- Prioritize issues and track progress of issues assigned inside and outside of Support team
- Gain expertise in new functionality and new software releases
- Maintain FAQ knowledge base with up-to-date information useful for support and training
- Interface internally with product, development, QA, and documentation teams to enhance product functionality, supportability, and quality
Qualifications
Education:
BS or MS in Information Systems, Computer Science, or Computer Engineering
Required Skills:
- At least 2 years work experience in customer support and/or programming
- Strong scripting and UNIX skills
- Well organized and thorough
- Displays initiative and good judgment
- Able to contribute to technical problem resolution with excellent problem solving skills
- Excellent oral and written communication skills
Desired Skills:
- Familiarity with FIX, front-office trading or order management systems (equities, futures, FX)
- Java programming experience
- Customer Support experience
- Database experience
- experience with system and network profiling tools and tracing tools
At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers. As a team, we believe in winning as one - collaborating to reach shared goals, and developing through challenging and meaningful experiences.
With over 55,000 colleagues in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world. Making this happen is a dynamic, evolving process, and we count on each employee to be a catalyst in driving our performance - and their own.
As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, gender, national origin, religion, sexual orientation, disability, age, or any other protected classification under country or local law. Thomson Reuters is an Equal Employment Opportunity/Affirmative Action Employer.
Intrigued by a challenge as large and fascinating as the world itself? Come join us.
To learn more about what we offer, please visit careers.thomsonreuters.com.
More information about Thomson Reuters can be found on thomsonreuters.com.
Job Technology Development
Primary Location US-NY-New York
Organization Markets Exchange Traded Instru
Schedule Full-time
Job Type Standard
Shift Day Job
Nearest Major Market: Manhattan
Nearest Secondary Market: New York City
ID: TEC00016609
Description
At Thomson Reuters, we deliver intelligent information quickly and efficiently, so professionals have knowledge to act. We combine industry expertise with innovative technology to deliver critical information to leading decision makers in the financial, legal, tax and accounting, scientific, healthcare, and media markets, powered by the world's most trusted news organization.
Description:
The Customer Support Engineer plays an integral role in supporting customers of our real time trading applications.
The engineer is an expert in the usage of the applications and knowledgeable about the internals of the components of the trading applications and the core platform on which the applications are based.
The engineer will communicate with customers to help with usage questions, find solutions and workarounds to immediate high priority problems, troubleshoot and diagnose issues, test and deliver patches.
The engineer will apply techniques as appropriate, for example: reproducing the problem locally, analyzing logs and data, replaying logs, reviewing protocol specs, using monitoring and tracing tools.
The engineer works closely with deployment, development, and QA teams to provide feedback from customers and to escalate issues and enhancement requests appropriately.
Essential Day-to-Day Responsibilities:
- Act as primary interface to customers for support issues
- Assist customers with troubleshooting live issues, diagnosing performance issues, devising solutions and workarounds, administration and configuration tasks
- Clearly communicate to customers the analysis of an issue's causes, impact, and planned resolution
- Set customer expectations as to the resolution of an issue and availability of remedy
- Escalate issues when appropriate, providing issue details and feedback to other teams
- Prioritize issues and track progress of issues assigned inside and outside of Support team
- Gain expertise in new functionality and new software releases
- Maintain FAQ knowledge base with up-to-date information useful for support and training
- Interface internally with product, development, QA, and documentation teams to enhance product functionality, supportability, and quality
Qualifications
Education:
BS or MS in Information Systems, Computer Science, or Computer Engineering
Required Skills:
- At least 2 years work experience in customer support and/or programming
- Strong scripting and UNIX skills
- Well organized and thorough
- Displays initiative and good judgment
- Able to contribute to technical problem resolution with excellent problem solving skills
- Excellent oral and written communication skills
Desired Skills:
- Familiarity with FIX, front-office trading or order management systems (equities, futures, FX)
- Java programming experience
- Customer Support experience
- Database experience
- experience with system and network profiling tools and tracing tools
At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers. As a team, we believe in winning as one - collaborating to reach shared goals, and developing through challenging and meaningful experiences.
With over 55,000 colleagues in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world. Making this happen is a dynamic, evolving process, and we count on each employee to be a catalyst in driving our performance - and their own.
As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, gender, national origin, religion, sexual orientation, disability, age, or any other protected classification under country or local law. Thomson Reuters is an Equal Employment Opportunity/Affirmative Action Employer.
Intrigued by a challenge as large and fascinating as the world itself? Come join us.
To learn more about what we offer, please visit careers.thomsonreuters.com.
More information about Thomson Reuters can be found on thomsonreuters.com.
Job Technology Development
Primary Location US-NY-New York
Organization Markets Exchange Traded Instru
Schedule Full-time
Job Type Standard
Shift Day Job
Nearest Major Market: Manhattan
Nearest Secondary Market: New York City
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