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Support Engineer

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ION

3mo ago

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    IT & Cybersecurity
  • Madrid
  • Quick Apply

AI generated summary

  • You need a technical degree or equivalent experience, Linux knowledge, SQL skills, IT security awareness, strong communication in English and Spanish, and flexibility for shifts and weekends.
  • You will respond to customer inquiries, track issue resolution, maintain software knowledge, perform system checks, assist with testing, manage releases, and support IT security efforts.

Requirements

  • Degree in Computer Science, Computer Engineering or related technical degree or equivalent work experience.
  • Have an enquiring mind with an analytical and proactive approach to problem solving, even when under pressure
  • Good knowledge of Linux (and/or other Unix), and familiarity at the command line is preferred.
  • Good knowledge of SQL and PL/SQL language.
  • Knowledge of IT security and cybersecurity best practices.
  • Ability to troubleshoot and approach problem solving in a logical manner.
  • Knowledge of financial industry is considered a plus.
  • Excellent written and verbal communication skills in English and Spanish.
  • A confident and professional manner.
  • Able to manage own time and a changing workload.
  • Co-operative approach to working with team members and other departments.
  • Able to view situations from a customer perspective and act accordingly.
  • Willingness to work shifts.
  • Availability to work on weekends.
  • EU Work Permit.

Responsibilities

  • Responds to customers’ inquiries relating to technical and functional issues with our products through phone, email, and case management system.
  • Track inquiry resolution progress.
  • Communicates updates effectively and promptly to the client.
  • Builds up and maintains a knowledge of the software supported, including database structure and configuration files to assist in issue investigation.
  • Deals with unexpected events or failures which limit clients use of the supported systems.
  • Carries out application system checks, aiming to identify and resolve issues before they affect clients.
  • Develops strong working relationships with other departments and third-party vendors to assist with the delivery of our service to clients.
  • Supports customers on testing new or changed products and services to ensure that they meet defined requirements.
  • Assists with releases and deployments of services components.
  • Participates in all the activities related to the IT security and cybersecurity with the aim of mitigating risk and supporting recovery programs for the area of responsibility. Runs system analysis to identify potential issues.
  • Adheres to "best practice" and department procedures for client communications, incident progression and investigation.
  • Participates in the team shift patterns and assists with weekend work and out of hours escalation when required.

FAQs

What are the primary responsibilities of a Support Engineer in this role?

The primary responsibilities include responding to customer inquiries about technical and functional issues, tracking resolution progress, communicating updates to clients, maintaining knowledge of the software supported, identifying and resolving issues proactively, assisting with testing new or changed products, supporting releases and deployments, and participating in IT security activities.

What qualifications are needed for this position?

A degree in Computer Science, Computer Engineering, or a related technical field, or equivalent work experience is required. Good knowledge of Linux, SQL, and PL/SQL, along with excellent communication skills in English and Spanish, are also essential.

Are there any specific skills required for this position?

Yes, candidates should have an analytical approach to problem solving, knowledge of IT security and cybersecurity best practices, the ability to troubleshoot logically, and a cooperative approach to working with team members.

Is knowledge of the financial industry necessary for this job?

While not mandatory, knowledge of the financial industry is considered a plus.

Does this role require flexibility in work hours?

Yes, the role requires willingness to work shifts, weekends, and be available for out-of-hours escalation when needed.

Is a specific work permit required for this position?

Yes, candidates must have an EU Work Permit to be eligible for this position.

What kind of environment does ION provide for its employees?

ION is committed to maintaining a supportive and inclusive environment for individuals from diverse backgrounds, respecting varied identities, abilities, cultures, and traditions.

What type of customers does ION serve?

ION serves a wide range of customers including corporations, central banks, financial institutions, and governments globally.

Does the job involve teamwork with other departments?

Yes, the job involves developing strong working relationships with other departments and third-party vendors to enhance service delivery to clients.

What is the company culture like at ION?

ION fosters a dynamic and rapidly expanding culture, where innovation and diverse perspectives are valued, contributing to a unique career experience for its employees.

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ION

Innovation through automation

Technology
Industry
10,001+
Employees
1998
Founded Year

Mission & Purpose

We’re visionary innovators who are delivering mission-critical trading and workflow automation software to financial institutions, corporations, central banks, and governments. By combining our passion for automation with a strategic view on the industries we serve, we design solutions that improve decision-making, simplify complex processes, and empower people. Simply put, we help our customers do more, faster and better than before. We believe our investments in research and development are shaping the future of automation and enabling our customers to transform their business. And we embrace the power of community, working with each other and with our customers to succeed through a positive culture of continuous improvement.