Job Description
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| Job Title: | Technical Implementation Engineer |
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| Department: | Product Delivery |
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| Reports to: | Head of Product (in London) |
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| Jurisdiction: | Austin, New York or Remote |
Elwood is a fast-growing, London-based FinTech, we have built a digital asset trading infrastructure for institutional investors. Our seamless end-to-end platform connects to global crypto exchanges, custodians, and liquidity providers, via a single Application Programming Interface (API). Built by industry experts with decades of combined experience in investment management and digital technology. Elwood provides market infrastructure at scale, enabling financial institutions, neobanks, and corporations to access digital asset markets quickly and efficiently.
| Summary/Job Purpose |
| To join our Product Delivery Team based in the USA where you will contribute to the workflow, execution and implementation requirements of the USA office whilst working closely with the core Engineering Team based in London. |
| Role Responsibilities |
- Responsible for owning, investigating, supporting and delivering solutions to Elwood’s customers and third-parties across pre-sales, onboarding and BAU activities.
- Listening and championing customer needs and priorities within Elwood. Ensure the Elwood customer success and product teams understand the clients short and long-term requirements.
- Coverage of both technical and business issues, providing effective communication to both client technical, trading and management stakeholders.
- Own customer problems from aware to solved status.
- Maintain a customer issue knowledge base and ensure it remains up to date.
- Manage customer incidents and coordinate the post mortem process.
- Engage engineering where necessary to help our customers
- Manage, prioritize and respond to customer support issues, enquiries and escalations
- Handovers to follow-the-sun regional support teams
- Manage, plan, setup, and test client environments in collaboration with DevOps & SecOps teams
- Track software releases and maintain documentation for Customer Support teams and perform testing
- Proactively create and drive impactful changes across support workflows, policies and tools
- Showing ownership and accountability for offering solutions to help and benefit our customers
- Provide feedback to product/engineering teams on Elwood product and service improvements and technical issues
- Gather customer requirements and communicate appropriate technical and non-technical solutions
- Expertise in creating customer support documentation for Elwood customers, including target operating model, knowledge base, FAQ’s
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| Competencies |
| Values | - Accountable: Takes responsibility for efficiently carrying out the roles, to meet and exceed the expectations of colleagues and intermediaries
- Aligned: Focused on delivering outstanding outcomes and a brilliant experience for all stakeholders
- Approachable: Exhibits friendly dialogue with our stakeholders, intermediaries and colleagues and shares our knowledge and expertise where appropriate
- Good team player: Proactive member of the team, looking to assist individuals within the team
- Open and transparent: Open to new thoughts and ideas whilst finding new ways for their ideas to work and willing to listen to others. Transparent in all dealings within their role
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| Qualifications / Knowledge | - Background in financial trading systems and software - understand of financial derivatives in general
- Minimum 3 years at alternative investment management firm or investment bank working in a front or middle office support/technical role.
- Front-to-back trading systems exposure
- Software development and testing experience
- Experience supporting customers with technical and product issues
- Awareness and passion for blockchain and cryptocurrency
- Demonstrating pro-activity and accountability
- Experience in creating new client support processes
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| Systems | - Google Cloud
- CRM software
- Postgres SQL / SQL Server skills
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| Compliance | An understanding of compliance with all relevant regulations, policies and procedures |
| Core Competencies / Skills | - Knowledge of Financial services/trading industry
- Minimum 3 years at alternative investment management firm
- Front-to-back trading system exposure
- Software Development Experience
- Experience with different channels of support
- Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organisation
- Creating new processes and external facing documentation
- Postgres SQL / SQL Server skills
- Cloud Computing
- Release Management
- Github
- Testing
- DevOps
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| Ethics | Maintains and promotes high ethical standards by demonstrating honesty, integrity and fair dealing at all times internally and externally, promoting and enhancing the good reputation of the business |
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