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

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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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Technical Support Analyst

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Technical Support Analyst

About The Company

Apply for this position

Looking for a different position?

EspressOOO Martini by Francesco: 1x vodka shot (50ml), 1x espresso shot (40ml), 2g of sugar, no coffee liqueur, mix well in a cocktail shaker with plenty of ice for 30 sec to create foam, pour in martini glass and garnish with 3 coffee beans. See you at Groove.

EspressOOO Martini by Francesco: 1x vodka shot (50ml), 1x espresso shot (40ml), 2g of sugar, no coffee liqueur, mix well in a cocktail shaker with plenty of ice for 30 sec to create foam, pour in martini glass and garnish with 3 coffee beans. See you at Groove.