Technical Support Analyst

Description

About Solidus Labs

At Solidus, we are shaping the financial markets of tomorrow with cutting-edge trading surveillance and risk management solutions that protect investors, enhance transparency, and ensure regulatory compliance across traditional financial assets and crypto markets. 

With the rapid expansion of digital assets into traditional finance, we are expanding our Technical Support team to support our growing institutional customer base.

Responsibilities

As a Technical Support Analyst, you will be responsible for analyzing and resolving customer-reported issues related to our SaaS solution and directly communicating both with the reporting customer and collaborating closely with internal teams (R&D, Product, Customer success) to ensure a maximized customer experience. Your ability to act as a liaison between the client and the product with a can-do proactive problem-solving approach will be integral to the overall success.

This is an opportunity to bring your experience supporting SaaS systems through strong analytical and communication skills, while working in a dynamic environment and impacting the processes of a new team that allows for personal and professional development. You will evolve in a fast growing digital asset FinTech company based on performance and achievement.

Responsibilities

• Respond to customers in a prompt and professional manner in order to maintain a high level of customer satisfaction.
• Analyze and troubleshoot effectively in order to quickly resolve issues independently and report software defects with clear priorities and step-by-step scenarios for those issues requiring R&D.
• Collaborate with cross functional teams in R&D, Product, and Customer Success in order to understand and track solutions and resolutions end-to-end for our customers.
• Become a power user of the system while staying up-to-date with ongoing functionality releases.
• Contribute to identifying, authoring and maintaining useful customer-facing knowledge articles.
• Work collaboratively with your team while positively impacting support operational definitions.

Requirements

Requirements

• 3+ years of technical customer support experience in a SaaS company.
• Strong technical orientation, analytical and troubleshooting skills in the areas of REST API, AWS, Databases/SQL, User authentication (HMAC, MFA) and log interpretation.
• Excellent verbal & written communication skills, with the ability to interpret technical situations and convey them clearly to a technical and non-technical audience. 
• Able to collaborate in a team and work independently in a fast paced industry.
• Familiarity w/ financial systems /processes e.g. orders/executions/regulations and FIX standard is a plus.
• Hands-on experience with Jira, Zendesk or equivalent is a plus.
• Familiarity with or have practiced within an Agile methodology framework.
• Flexible to occasionally cover non-standard work hours while maintaining a sense of urgency and responsibility for high priority issues

Location

• This is a remote US position based in ET or CT time zones. 

Benefits

In addition to base pay, Solidus Labs offers equity, unlimited PTO and a generous total rewards program, including $0 monthly health insurance premiums for you and your family, a robust 401K match program, and perks like ClassPass, One Medical and Talkspace subscriptions.