Technical Support Engineer
On site
Belfast, United Kingdom
Full Time
12-04-2025
Job Specifications
About us @Symphony
We’ve spent the last 10 years building a communication and markets technology company, powered by interconnected platforms: messaging, voice, directory and analytics. Over 1000 institutions use our modular technology built for global finance. Security is in our DNA with uncompromising data protection, end-to-end encryption and resilient architecture, all created on a foundation of trust with our customers.
But that was only chapter one. We’re now building on our purpose-built network, expanding AI-powered, real-time collaboration, redefining flexibility with fully cloud-native software with our trader voice product, and rethinking the industry’s approach to identity verification, connection and intelligence.
The opportunity and our ambition are huge. But we need passionate, dedicated individuals to get there. At Symphony we work hard and fast. Our unique blend of technology and financial services makes it an environment you won't get elsewhere.
Responsibilities
To be the first point of contact in dealing with support queries though via Zendesk ticketing system and phone calls
Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation
Prioritize, investigate, diagnose and resolve issues relating to Symphony services and products
Liaise with Symphony Development Operations and Product teams on issues that cannot be readily resolved at first contact
Ensure that tickets are followed up, kept up to date and properly closed to ensure adherence with SLAs
Assist the Solutions Engineers with implementations of Symphony Services by acting as a conduit to Development Operations
Assist in product testing and research by filing bugs or product issues in our problem management system
Contribute technical documentation and content as needed for services and products
Weekend shift and holiday coverage required (on rotation)
Qualifications
B.S. in Computer Science or a related field is strongly preferred, 2+ years of experience in technical support
Knowledge of and/or experience in REST, Javascript, Java, HTML, CSS, APIs
Working knowledge of corporate network infrastructure topology and protocols including firewall configuration, DNS management, network routing and IP connectivity
Understanding of SAML specification to support Client Single Sign On (SSO)
Working knowledge or experience within Unix/Linux environments, Desktop Application, Windows OS, Audio Settings and Citrix VDI environments
Familiar with cloud based service (SaaS) deployment and support
Logical approach to troubleshooting including good analytical and problem solving skills and detail oriented
Ability to deal with difficult callers and to work calmly and professionally under pressure
Excellent written and verbal communication skills and excellent interpersonal skills; able to communicate effectively in English, both orally and in writing
Some experience using monitoring / Data Analysis tools such Splunk, Datadog, Grafana or any other tools
Ability to prioritise and manage incidents
Comfortable in the dynamic atmosphere of a technical organization with a rapidly expanding customer base
Optional additions:
Experience with help desk ticket/logging tools (ZenDesk, Jira)
Experience in customer services and/or technical support in one of the following fields: Financial Services firm or vendor, Technology Software, Collaboration or Unified Communications technology
Additional languages (French, Spanish) are a plus but not required
Compensation
Competitive salary
Bonus Plan
Benefits and Perks vary based on location.
Benefits And Perks
Regional specific competitive benefits
Build your own Benefits (BYOB) perk
Many other fun and exciting benefits and activities!
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
Symphony reserves the right of ownership for all unsolicited resumes submitted for this requisition and is not responsible for any fees associated with unsolicited resumes.
About the Company
Symphony is the most secure and compliant markets' infrastructure and technology platform, where solutions are built or integrated to standardize, automate, innovate and liquefy financial services workflows. The Symphony platform is a vibrant community of over half a million financial professionals from 1300+ market participants underpinned by a trusted directory and omnichannel interactions across chat, voice, web, meetings and more. Symphony powers over 2,000 community-built applications and bots. Symphony was founded in O... Know more
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