MLabs
Financial Technology
CustomerSupportSpecialist
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Support Specialist at MLabs. Skills: Customer support, Technical integration, Production support. Assist clients with integration. Provide real-time support”
What You'll Achieve.
Ensure seamless onboarding; Ensure seamless connectivity; Resolve technical incidents swiftly; Achieve rapid resolutions; Elevate operational service standards
Industry & Context.
Troubleshoot; Diagnose; Resolve
What They're Looking For.
Must Have
FIX protocol expertise, Linux/Unix CLI proficiency, Superior verbal and written communication, Cross-functional collaboration ability, Quality focus in customer service
Nice to Have
Fixed Income domain knowledge, Linux/Unix shell scripting, API comprehension, GitHub experience, Read foundational object-oriented code
What You'll Do.
Assist clients with integration
Provide real-time support
Monitor infrastructure alerts
Own production incidents
Coordinate engineering resources
Manage internal resources
Configure customer accounts
Maintain customer accounts
Elevate operational standards
How You'll Work.
Team & Collaboration
Internal cross-functional engineering; Internal cross-functional product; Technical squads
Communication Scope
Client conversations; Technical conversations
Full Job Description
**Location: New York, United States (Hybrid) - NY area** **Hybrid | Full-time** **Compensation: $100K - $150K** Our client is an innovative and fast-growing technology service provider that delivers a high-performance, low-latency, and high-throughput distributed messaging system tailored specifically for the Fixed Income electronic trading markets. Because the quality of technical architecture and client engagement is critical to their commercial success, the employer is looking to expand its technical support capabilities within the North American market. The primary focus is to troubleshoot, diagnose, and resolve sophisticated application, product, and integration anomalies within complex, live electronic trading environments. This is an exceptional opportunity to work alongside industry-leading distributed systems engineers and gain comprehensive exposure across the entirety of a modern financial technology ecosystem. **Key Responsibilities** * **Client Integration & Advisory:** Assist institutional clients with complex technical integration queries, ensuring seamless onboarding and connectivity to core messaging systems. * **Production Environment Support:** Provide real-time, high-touch support to diagnose and resolve technical production incidents and system anomalies swiftly. * **Proactive Alert Infrastructure:** Actively monitor, investigate, and analyze real-time production infrastructure and connectivity alerts. * **Incident Ownership & Mobilization:** Take full end-to-end ownership of active production incidents, proactively mobilizing, coordinating, and managing internal cross-functional engineering and product resources to achieve rapid resolutions. * **Environment Configuration Management:** Oversee, configure, and maintain customer accounts across both User Acceptance Testing (UAT) and live Production environments. * **Continuous Service Improvement:** Maintain, champion, and elevate operational service standards by acting as a trusted consultant bet
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