Technical Support Analyst

Location:
Brno
Workload:
Full time
Required languages:
English

About The Company

On behalf of Capital Markets Gateway (CMG), we are building an experienced product development team in Brno, Czech Republic.

Capital Markets Gateway is a financial technology (FinTech) firm that is modernizing the equity capital markets.

In 2017 CMG launched a platform that connects investors and underwriters, delivers integrated market data and analytics, offers full transparency, and workflow efficiencies. Thanks to data provided by CMG, clients make more timely and better-informed decisions.

This system is currently used by more than 100 buy side companies and 15 investment banks in the US.

In June 2020, CMG announced their Series B investment of $25 million from top financial firms such as Barclays, Citi, Goldman Sachs, J.P. Morgan, and Morgan Stanley (see here).

CMG has offices in New York, Chicago, Seattle, USA and since 2019 in Brno, Czechia

The Role

You’ll join our amazing team in Brno and you’ll be immersed in CMG’s extraordinary culture. We will give you time and guidance to get onboarded into the role.

The Technical Support Analyst is both an internal and client-facing role that requires a strong technical acumen and a professional demeanor.  The ideal candidate has a passion for customer service and thrives in a fast-paced environment.

Responsibilities

End-User (Internal) Support

  • Provide remote technical support for end-users when experiencing problems with hardware, software (accounts, applications, systems), and networking
  • Create/update/maintain distribution lists
  • Maintain knowledge base and standard operating procedures
  • Document all work in the ticketing system
  • Employee onboarding - License management, Permission Management
  • Work closely with security to ensure compliance for auditing purposes (user accounts, access, etc)

Application Support

  • Handle customer support inquiries via various communication channels (Email, Chat, Phone) leveraging HubSpot’s ticketing system
  • Monitor system stability and proactively respond to abnormalities
  • Incident Management
  • Execute, maintain, build runbooks
  • Triage incoming tickets and provide updates according to SLA’s
  • Troubleshoot technical issues with the CMG application
  • Track all notes and work in the ticketing system
  • Prioritizes and appropriately escalates issues to ensure timely resolution
  • Documentation of standard operating procedures for known issues
  • Document steps to reproduce issues for engineering to evaluate
  • Assist in training or onboarding of teammates when needed
  • Work closely with incident manager to ensure process adherence and SLA’s are met
Skills & Requirements
  • 3 years of experience in a technical role
  • Exceptional communication skills in English (min. C1, both written and verbal) and the ability to interact with a wide range of audiences
  • Understanding of SAAS applications
  • Experience with both PC (Windows) & Mac (iOS) debugging
  • Experience with JIRA
  • Experience with HubSpot (or similar)
  • Experience with Datadog or similar monitoring tool a plus
  • Understanding of Incident Management processes
  • Strong analytical skills
  • Ability to work in a fast-paced environment
  • Willing to work overtime and take additional shifts as needed
  • Experience working in financial services preferred
Perks
  • Cozy office in the heart of Brno  
  • Flexible working hours and the possibility to work from home  
  • Competitive remuneration package
  • Meal vouchers
  • Multisport card contribution  
  • Pension contributions  
  • Paid courses and tech conferences  
  • Top of the line MacBook
  • Potential trips to the USA  
  • Company team building events  
  • Snacks to munch on during work
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