Customer Support Specialist - Technical

TransFICC is an e-trading technology company, providing connectivity and automated workflow solutions for banks and asset managers operating in the fixed income and derivatives markets.

Highlights: - Connecting to all global venues and workflows - Automating trading to manage growing volumes and low-latency execution - Hosted SaaS providing out-of-the-box DR, security and quick deployment
The company raised a $25M Series B round in April 2025, led by Citadel Securities with participation from BlackFin Tech and existing investors.
Team of 50+ people.

Location: Remote-first, based in the Eastern time zone of North America.

Office locations are 450 Lexington Ave, New York, and 120 Moorgate, London.
Travel to customers in New York, Toronto and the TransFICC head office in London will be required as part of the role.

Employment type: Permanent

Working Hours: Full-time

Salary: Dependent on experience, up to USD 150k + Shares + Benefits

We are looking for someone to expand and improve how we support and respond to customer service queries in the Eastern Time Zone. You will work alongside our customer support manager, technology teams, and product owners to help solve customers' product and integration issues.

We provide a low-latency, high-throughput distributed messaging system to the e-trading fixed-income markets. We are foremost a technology service provider, and the quality of our customer service is critical to our success.
In this role, you’ll work and learn collaboratively alongside every team at TransFICC and will be paramount to ensuring the service we provide is of the highest quality possible.
Your mission is to maintain and improve service standards by working with the business and clients.

Your responsibilities may include:
Assisting customers with integration queries and issues
Aiding customers with production queries and issues
Investigating production alerts
Managing and owning production issues, ensuring internal colleagues are mobilised to
collaborate on resolving problems
Managing production and UAT accounts
To be successful in this role, you must:
Be an excellent communicator, able to communicate effectively, both in person and in
writing, and able to handle difficult conversations tactfully
Be able to engage across different teams and manage internal interfaces and activities to ensure solutions are worked towards
Be able to manage an ongoing system issue to its conclusion
Have experience working with Linux/Unix systems and using the command-line interface
Have a solid understanding of FIX protocol and electronic trading systems
Be confident with technology to enable you to understand our service
Be a collaborative thinker able to share responsibility and ownership of issues
Be interested in delivering a high-quality service to our customers
We’d love it if you have some of the following (although we can teach you much of this):
Knowledge of fixed-income markets
Experience with Linux/Unix scripting
Some understanding of what an API is
Experience working with GitHub
Experience reading Java

Hiring Criteria
Experience working with Linux/Unix systems and using the command-line interface
Understanding of FIX protocol and electronic trading systems
Ability to engage across different teams and manage internal interfaces and activities to
ensure solutions are worked towards
(OPTIONAL - NICE TO HAVE): Some understanding of what an API is, experience
working with GitHub, experience reading Java