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Liquid-Markets-Solutions (LMS), conceptualizes, designs & implements patented & proven industry-leading hardware-based ultra-low-latency and ultra-high-capacity connectivity, market access, risk mitigation, and bespoke solutions for use in financial services and other industries.
Curious about our technology? Take a look at some of our patents:
* Validating an Electronic Order Transmitted Over a Network…With a Hardware Device (https://patents.google.com/patent/US9501795)
* Zero-Latency Message Processing With Validity Checks (https://patents.google.com/patent/US10868707)
* Transaction Encoding and Verification By Way Of Data-Link Layer Fields (https://patents.google.com/patent/US10880211)
With locations in Switzerland, Japan, Singapore, and the United States, LMS is emerging as a global player operating on the cutting-edge of technology to deliver the world’s fastest and highest capacity network-edge computing solutions. LMS prides itself on operating an equal-opportunity environment free of discrimination and respectful of heritage, beliefs, and lifestyles. We’re technologists first and foremost and love to tinker (whether with FPGA chips, network stack technology, heatsinks, or changing spark plugs in a car). We’re all about working together and solving problems.
To support its growth LMS is seeking talented and motivated customer support engineers to join our team in Tokyo (Japan), New York (United States), or Zug (Switzerland) working in close collaboration with our FPGA and software engineers.
Primary day-to-day duties include:
* Customer Onboarding & Support: Supporting the onboarding of new customers, including assisting the engineers in the deployment of LMS products & solutions.
* Creating, maintaining, and updating ‘step-by-step’ written and video installation guides for LMS products.
* Assisting in the creation, maintenance, and updating of ‘Level 0’ self-service customer support materials, including LMS website service & support pages.
* Provision of ‘Level 1’ first-line support including customer interaction by email, online chat, phone, video conferencing, or messaging.
* Arranging ‘Level 2’ technical support with LMS FPGA engineers and escalation to ‘Level 3’ LMS senior FPGA engineer support where necessary.
* Arranging ‘Level 4’ non-LMS third-party support, as required.
* Monitoring, logging, and prioritizing customer support interactions and open issues to ensure customer satisfaction through resolution.
* Preparing accurate and timely reports of support issues and resolutions, monitoring support performance metrics, and suggesting improvements.
Documentation:
* Creating, maintaining, and updating internal and external documentation and manuals for LMS products.
* Creating and updating FAQs & troubleshooting resources for internal and external use.
* Assisting in the creation of ‘How-to’ videos for LMS products.
* Maintaining a database of documentation, manuals, FAQs, troubleshooting guides, and support resources.
* Reporting on documentation status, updates, and issues.
* Managing feature and change request repositories, prioritizing, and suggesting implementation timelines.
* Monitoring documentation usage and suggesting improvements.
Research:
* Researching topics related to hardware and software issues, proposing solutions.
* Maintaining knowledge of relevant technologies such as ASIC, FPGA, PCIe, Ethernet, TCP/IP, UDP, and custom Ether Types.
* Maintaining a database of competitor products for analysis and marketing.
Support Infrastructure:
* Assisting in hiring, onboarding, and training support staff across regions.
* Supporting the build-out of support hubs in Asia, Europe, and the US.
Communication:
* Using tools like Slack, Gmail, and OneDrive for communication and file management.
Product Design & Development:
* Collaborating with hardware and software engineers on product design and development.
Required Skills:
* At least 1 year of experience in C and/or C++ programming.
* Understanding of computer systems, memory/cache hierarchy, CPU cores, Linux OS, and performance tuning.
* Knowledge of Ethernet networking (IP, TCP, UDP).
* Familiarity with HLS in RTL programming, epoll, Linux administration, and network tools.
* Experience with Linux/Unix socket API, AMD (Solarflare) onload/ef_vi, NVIDIA VMA, or similar mechanisms.
* Scripting skills (Shell, Perl), and experience with Git.
If you're passionate about supporting software and hardware products and thrive in a fast-paced environment, we want to hear from you. To apply, submit your resume and a brief cover letter explaining your experience and interest.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Information Technology and Customer Service
Industries
* IT Services and IT Consulting
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