Technical Support Engineer
Listed on 2026-02-12
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IT/Tech
Technical Support, IT Support, HelpDesk/Support
Technical Support SaaS Troubleshooting Customer Service Financial Technology
Join Symphony, a leading communication and markets technology company powering global finance. We're expanding our AI-powered collaboration and need passionate individuals to provide top-tier technical support. As the first point of contact, you'll troubleshoot customer issues via Zendesk and phone, escalating when necessary. You'll collaborate with Development Operations and Product teams, ensuring SLAs are met. You'll also assist with implementations, product testing, and documentation.
Weekend and holiday coverage is required on a rotating basis.
Benefits include a competitive salary, bonus plan, and regional-specific perks, including a 'Build Your Own Benefits' perk.
Responsibilities- First point of contact for support queries via Zendesk and phone.
- Evaluate, troubleshoot, and follow up on customer issues.
- Prioritize, investigate, diagnose, and resolve issues.
- Liaise with Development Operations and Product teams.
- Ensure tickets are up-to-date and properly closed.
- Assist Solutions Engineers with implementations.
- Assist in product testing and research.
- Contribute technical documentation.
- Weekend and holiday coverage (on rotation).
- Experience with help desk ticketing tools (Zendesk, Jira).
- Experience in financial services or unified communications.
- Additional languages (French, Spanish).
Location:
65 E 55th St 17th Fl, New York, NY 10022, USA
Interested in this position? Please submit your resume and cover letter through the application portal.
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