Our client is an established global FinTech and RegTech platform. They provide award-winning, state of the art regulatory technology solutions and services to financial services companies. The L2 Support Engineer will apply a mix of technical leadership, application programming, analysis of production defects, incident, activity prioritization, as well as interacting directly with customers (both remotely and on-site), and managing day to day priorities of the local Customer Support team.

Primary Responsibilities

  • Primary responsibility is to provide excellent direct customer support service to clients worldwide, leading a team of Customer Support professionals locally
  • Support & maintenance of web applications based on .NET 4.5 technology
  • Ensure support requests are managed and resolved within the agreed service level agreement (SLA)
  • Interacting with customers remotely and on client sites, directly as incident owner or supporting local Customer Support team in a mentor capacity
  • Ownership of critical or major incidents for the North American Region
  • Provide regular updates to users to ensure they kept fully informed of developments
  • Retain ownership of problems through to resolution to ensure a high level of user satisfaction
  • Investigation/analysis of production defects to ascertain their root cause
  • Bug fixing, and application of fixes to production and non-production environments
  • Develop change requests from detailed design specifications
  • Working with other developers to ensure deadlines are met
  • Managing the deployment of new releases
  • Creation and updating Knowledge Base and technical documentation

Required Experience

  • 7+ years of development experience
  • 3+ years of technical team lead experience
  • 2+ years .NET ideally mostly of C# 2.0, ASP.NET 4.5, XML
  • 3+ years of experience in programming T-SQL or PL / SQL.
  • Knowledge of JavaScript, JQuery, HTML, CSS.
  • Experience in administration and troubleshooting with MsSQL and IIS.
  • Technical expertise in the field of operating systems and networks will be an advantage.
  • Experience in programming in Bash/regex (the analysis of large blocks of the system log) will be an advantage.
  • Knowledge of ITIL
  • Excellent communication and interpersonal skills
  • Proven experience of working to Service Level Agreements (SLAs)
  • Knowledge of the financial services industry an advantage