Conditions
Language
- English
Experience
Minimum level: 2+ years of experience in technical supportJob Description
Symphony is seeking a Technical Support Engineer to join our team in Belfast.
Responsibilities
- Being the first point of contact in dealing with support queries through Zendesk ticketing system and phone calls
- Evaluating, troubleshooting, and following-up on customer issues
- Prioritizing, investigating, diagnosing and resolving issues relating to Symphony services and products
- Liaising with Symphony Development Operations and Product teams on issues that cannot be readily resolved at first contact
- Ensuring that tickets are followed up, kept up to date and properly closed to ensure adherence with SLAs
- Assisting the Solutions Engineers with implementations of Symphony Services by acting as a conduit to Development Operations
- Assisting in product testing and research by filing bugs or product issues in our problem management system
- Contributing technical documentation and content as needed for services and products.
Job Description
At Symphony, we have spent the last 10 years building a communication and markets technology company. We are now expanding AI-powered, real-time collaboration, redefining flexibility with fully cloud-native software, and rethinking the industry’s approach to identity verification, connection, and intelligence. Our unique blend of technology and financial services makes it an environment you won't get elsewhere. As a Technical Support Engineer, your responsibilities will include: being the first point of contact in dealing with support queries through Zendesk ticketing system and phone calls, evaluating, troubleshooting, and following-up on customer issues, prioritizing, investigating, diagnosing and resolving issues relating to Symphony services and products, liaising with Symphony Development Operations and Product teams on issues that cannot be readily resolved at first contact, ensuring that tickets are followed up, kept up to date and properly closed to ensure adherence with SLAs, assisting the Solutions Engineers with implementations of Symphony Services by acting as a conduit to Development Operations, assisting in product testing and research by filing bugs or product issues in our problem management system, contributing technical documentation and content as needed for services and products. The ideal candidate will have: a B.S. in Computer Science or a related field, 2+ years of experience in technical support, knowledge of and/or experience in REST, Javascript, Java, HTML, CSS, APIs, working knowledge of corporate network infrastructure topology and protocols including firewall configuration, DNS management, network routing and IP connectivity, understanding of SAML specification to support Client Single Sign On (SSO), working knowledge or experience within Unix/Linux environments, Desktop Application, Windows OS, Audio Settings and Citrix VDI environments, familiarity with cloud based service (SaaS) deployment and support, logical approach to troubleshooting including good analytical and problem solving skills and detail oriented, ability to deal with difficult callers and to work calmly and professionally under pressure, excellent written and verbal communication skills and excellent interpersonal skills; able to communicate effectively in English, both orally and in writing, some experience using monitoring / Data Analysis tools such Splunk, Datadog, Grafana or any other tools, ability to prioritize and manage incidents, comfort in the dynamic atmosphere of a technical organization with a rapidly expanding customer base. Optional additions: experience with help desk ticket/logging tools (ZenDesk, Jira), experience in customer services and/or technical support in one of the following fields: Financial Services firm or vendor, Technology Software, Collaboration or Unified Communications technology, additional languages (French, Spanish) are a plus but not required. Compensation: Competitive salary Bonus Plan Benefits and Perks vary based on location. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Qualifications
- B.S. in Computer Science
- 2+ years of experience in technical support
- Knowledge of and/or experience in REST
- Javascript
- Java
- HTML
- CSS
- APIs
- Working knowledge of corporate network infrastructure topology and protocols
- Firewall configuration
- DNS management
- Network routing and IP connectivity
- Understanding of SAML specification to support Client Single Sign On (SSO)
- Unix/Linux environments
- Desktop Application, Windows OS, Audio Settings and Citrix VDI environments
- Familiarity with cloud based service (SaaS) deployment and support
- Logical approach to troubleshooting
- Analytical and problem solving skills
- Detail oriented
- Communication skills
- Interpersonal skills
- Experience with help desk ticket/logging tools (ZenDesk, Jira)
- Experience in customer services and/or technical support in one of the following fields: Financial Services firm or vendor, Technology Software, Collaboration or Unified Communications technology
- Additional languages (French, Spanish)
Work conditions
- Competitive salary Bonus Plan Benefits and Perks vary based on location.
- on-site
- hybrid
- remote
Technologies used
- APIs
- Unix/Linux environments
- Desktop Application
- Windows OS
- Audio Settings
- Citrix VDI environments
- SAML specification to support Client Single Sign On (SSO)
Programming languages
- REST
- Javascript
- Java
- HTML
- CSS
Tools used
- Zendesk
- Splunk
- Datadog
- Grafana
Nice to Have
- Excellent written and verbal communication skills
- Excellent interpersonal skills; able to communicate effectively in English, both orally and in writing
Salary
Not provided
How to Apply
Candidates can apply by visiting the Symphony website and submitting their resume and cover letter through the careers section. Only candidates selected for an interview will be contacted.
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