About the role We’re hiring a disciplined, real-time Client Support Representative (Level 1) to monitor Azure tickets, triage issues, and keep our clients continuously informed. You’ll serve as the first responder during U.S. market hours (Monday to Friday, 9:00 AM — 5:00 PM ET), providing immediate acknowledgments, daily check-ins, clear troubleshooting, and high-quality escalations to senior engineers when necessary.
The role will be shared between two team members, with each covering 80 hours per month on a flexible, self-managed schedule. The overall workload is relatively light compared to standard full-time hours; the key requirement is availability and rapid response.
Must-have qualifications * FinTech literacy: understands trading, order flow, fills, balances, commissions/fees, and reconciliation basics. * Azure ops familiarity: Azure DevOps (Boards, Service Health, basic resource restarts and metric checks. * Communication: crisp writing and speaking English, precise summaries, and calm, client-friendly tone in real time. * Prior experience on trading desks, brokers, market data, or back-office operations is a plus.
What you’ll do
Real-time monitoring & response * Monitor Azure DevOps (Boards/Work Items), Azure SQL DB health monitor and AlwaysUp, application logs alerts, and the support inbox/WhatsApp group. * Acknowledge new client requests within minutes during coverage windows; open an internal ticket and set severity/impact (level 1 — mission critical, level 2 — major functionality, level 3 — minor functionality, level 4 — informational request) * Provide proactive at a minimum comprehensive daily status updates to clients on all open items until resolved.
Level 1 troubleshooting * Reproduce issues when feasible; gather environment details and timestamps. * Read and filter log files; capture relevant excerpts. * Restart services (e.g., AlwaysUp Service) and validate recovery. * Confirm configurations (app settings/Key Vault/connection strings/feature flags) and note any drift. * Validate basic API behavior with tools like our internal test bench software; capture request/response proto and/or json
Escalation to senior engineering * Decide when to escalate based on severity, client impact, and L1 triage results. * Create a complete escalation packet that includes: * Problem summary (one-liner), business impact, severity, and timeframe. * Affected component(s)/service(s), environment, build/version. * Steps to reproduce (if any) and what you already tried. * Log excerpts (time-boxed, relevant) * Stay client-facing: continue real-time updates while engineering investigates; coordinate fixes and confirm resolution with the client.
Process & documentation * Keep tickets updated with timestamps, decisions, and next ETA. * Maintain runbooks, known-issue notes, and quick-check guides for each API area.
Security & compliance * Strict NDA and background check required. * Handles client data with least-privilege access; sanitizes artifacts before sharing; follows internal security/runbook protocols.
Coverage & logistics * Hours: Customary U.S. market hours with emphasis around the close; participates in after-hours emergency on-call rotation as scheduled (if possible). * Channels: WhatsApp group (client + AMT), support email alias, and designated escalation phone/SMS; Azure DevOps for internal tickets. * Location: Remote; reliable internet, phone, and quick availability on Slack/Zoom.
30/60/90-day expectations * 30 days: Onboard to APIs, environments; independently acknowledge/triage L1 tickets; restart services; provide client updates. Learn application flows end to end, how state is managed, what every API hook does internally, etc * 60 days: Own end-to-end L1 workflow for your API sections; produce exemplary escalation packets * 90 days: Serve as the primary L1 during assigned windows; mentor peers on best-practice triage and client comms.
